Senior Field Service Leader
Posted about 21 hours ago
About Us:
BW Converting is a strategic alliance of resources and services that bring together several Barry-Wehmiller companies — Paper Converting Machine Company (PCMC), Winkler + Dünnebier (W+D), STAX Technologies, Hudson-Sharp, Baldwin Technologies and Northern Engraving and Machine. These industry leaders offer trusted brands and innovative technologies in the design, manufacture, and service of high-performance converting and packaging machinery for the tissue, nonwovens, hygiene, bag-converting, mailing, and printing industries.
Job Description:
The Senior Field Service Leader is responsible for leading field service operations through the development and support of Service Managers, technicians, and customer service activities. This role ensures exceptional customer satisfaction by building strong customer relationships, driving operational excellence, and delivering timely, high-quality service solutions. The Senior Field Service Leader collaborates closely with Engineering, Operations, Sales, and other cross-functional teams to align service strategies with organizational goals while promoting a culture of safety, accountability, and continuous improvement.
Key Responsibilities
- Lead, coach, and develop Service Managers and field service teams to achieve operational and customer service objectives.
- Build and maintain strong customer relationships by understanding customer needs, managing escalations, and ensuring service issues are resolved effectively.
- Collaborate with Engineering, Operations, Sales, and Customer Service to prioritize initiatives and implement customer-focused solutions.
- Oversee service scheduling, technician assignments, installations, maintenance, troubleshooting, repairs, and equipment upgrades.
- Ensure service teams have the appropriate tools, training, documentation, and spare parts to complete work safely and efficiently.
- Monitor service performance, customer feedback, warranty claims, service contracts, and key operational metrics.
- Evaluate warranty versus billable work, review service quotations, monitor invoicing activities, and support collection efforts.
- Manage service logistics, inventory, resources, and operational processes with a focus on safety, quality, delivery, and cost.
- Provide performance management, coaching, succession planning, and professional development opportunities for team members.
- Lead continuous improvement initiatives to enhance service processes, efficiency, responsiveness, and customer satisfaction.
- Prepare reports and communicate operational performance, customer trends, and organizational needs to senior leadership.
- Support departmental budgeting, strategic planning, and process improvement efforts.
- Perform other duties and special projects as assigned.
Qualifications
- Bachelor’s degree in Engineering, Business, Operations Management, or a related field preferred; equivalent experience will be considered.
- 5–8 years of progressive leadership experience in field service, manufacturing, operations, or a related environment.
- Proven experience leading teams and managing customer-facing service operations.
- Experience planning, scheduling, training, and delivering technical service support.
- Strong leadership, communication, organization, problem-solving, and decision-making skills.
- Proficiency with Microsoft Office and ERP/service management systems.
Core Competencies
Customer Focus • Instills Trust • Drives Results • Communicates Effectively • Optimizes Work Processes • Action Oriented • Decision Quality • Plans and Aligns • Builds Effective Teams • Manages Complexity
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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.
Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.
Company:
BW ConvertingWe’re Building A Better World. We’re more than just a successful capital equipment and engineering solutions firm. We’re an organization fiercely committed to improving the lives of our team members across the globe. By providing meaningful work in an environment of care and compassion, we send them home fulfilled by their time with us, rather than drained by it. We understand what every human being on the planet desires: to know that who they are and what they do matter. As a business, we have a unique opportunity to let them know that they do. Through our Truly Human Leadership culture and personal growth initiatives, we help them become their best selves. And when we bring out their best, they give their best. To their work, their team members and friends, our customers and suppliers, the people in the communities in which they work and live, and--most important of all--to their families. And before you know it, a better job has helped build a better world!
Key team members
Carol O'Neill
Joselin Jose Paul Jose
Lyle Johnson
Michele Allamprese
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