Technician, Field Service Technical Support

About Us:

BW Converting Solutions 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.

 

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

 

Job Description:

Field Service Technician

The primary responsibility of the Field Service Technician is to perform diversified customer service duties that involve responding to customer inquiries and technical issues about company produced equipment. This role will provide service via phone and online with an emphasis on product and process improvement. This goal of this role is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability. The role will be responsible for collaborating with onsite professionals and leading technical initiatives within our markets. The incumbent will demonstrate troubleshooting, repairing, and updating equipment with the help of onsite support.

Field Service Technician: 

• Contact for field service phone/online inquiries from customers; maintain positive relationships with customers.
• Provide technical support to customers by answering questions about machine features/functions; make recommendations for solutions to typical problems that may be encountered.
• Build and maintain a technical knowledge base by creating, maintaining and updating technical documents/procedures.
• Anticipate potential problems and provide solutions; detect unusual problems and promptly report to supervisor.
• Collaborate with other departments to resolve technical/logistical issues.
• Make field service calls to assist with installations and troubleshoot malfunctioning machines; determine root cause of trouble and reporting findings and solutions.
• Conduct pre/post installation meetings and audits at customer facility; provide training to customer operation and maintenance personnel as necessary.
• Prepare and submit reports as required.
• Maintain a clean, orderly and safe working environment.
• Organizing, testing and updating equipment, installing and configuring hardware and software products.
• This commitment requires travel and flexibility to work with your schedule.

 Required Qualifications:

• 2 years of experience partnering with sales and/or customer interface.
• Ability to manager multiple projects and deadlines consecutively
• Attention for detail.
• Self-motivation and the ability to work effectively under deadlines with minimum supervision.

Preferred Qualifications:

• 2 years of experience with complete life cycle of product concept through production

 

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.

 

Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

 

Company:

Paper Converting Machine Company