Internal Aftermarket Support

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. 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.

Responsibilities

• Utilize various BW Converting ERP programs and engineering tools to execute daily technical support tasks in the most efficient and thorough manner.
• Utilize Smartsheet as primary daily dashboard for all aftermarket technical support requests; all request-specific communication should be captured within Smartsheet.
• Identify/Verify part numbers for external customers, Inside Sales, Mod Sales, Audit Leader, and Field Service team members.
• Evaluate customer parts needs and recommend solutions.
• Create and share PDFs of “External” engineering records to assist in machine issue resolution or part identification.
• Create new part numbers, in current ERP, for all BW Converting brands in support of aftermarket sales.
• Create change masters to record obsolete items, IFU replacements, and item-specific notes for engineering, customer service, and purchasing.
• Engage with suppliers to investigate obsolete components, direct (form, fit, function) replacements, or potential replacements that might require modification.
• Create part numbers and bills of material for rebuild kits.
• Perform initial evaluation of internal requests for non-standard technical support and provide responses to requester.
• Assist manufacturing engineering with material substitutions, machining specifications, paint code requirements, determining casting to weldment feasibility, and assembly questions.
• Meet with customers and suppliers (on occasion).
• Travel to other BW Converting locations for training (on occasion).
• Escalate concerns, issues, and needs for additional guidance to Team Lead or Leader (Audit Leader) when necessary.
• Expand existing knowledge base of all brands and models, associated equipment, including new and legacy equipment.
• Perform other duties as assigned.

The “Spirit & Intent” for the Aftermarket Technical Support Team is to reduce production engineering’s involvement to only the “critical” items in order to maximize engineering availability for sold work and other absorbable items.

• Work with subject matter experts from within the various engineering groups when additional support is required to resolve parts identification requests.
• Be prepared to share and explain the efforts already taken to investigate. Some requests may need to go through the Mods OMS process, consistent with the “Parts vs Mods” criteria.

Requirements

• Associate degree in a technical or engineering-related field and three years of engineering or technical support experience, or a high school degree/diploma and five years of related experience.

Skills

• Demonstrated ability to strategize and implement technical support team goals.
• Effectively utilize negotiation and presentation skills.
• Awareness and working application of current and legacy ERP systems.
• Awareness and working application of current and legacy document management systems.
• Proven problem-solving skills.
• Proficient in Microsoft Office.
• Ability to travel up to 10%.

Competencies

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Drives Results – Consistently achieving results, even under tough circumstances.
• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Collaborates – Building partnerships and working with others to meet shared objectives.
• Decision Quality – Making good and timely decisions that keep the organization moving forward.
• Manages Ambiguity – Operating effectively, even when things are not certain, or the way forward is not clear.

Work Environment / Physical Demands

• Typically sits, grasps items, and performs keyboarding for frequent operation of a computer.
• Stand, walk, bend, reach, or otherwise move about occasionally.
• Lift, move, or otherwise transfer items up to 30 lbs. occasionally.
• Occasional exposure to typical machine shop physical hazards.
• Travel by air or car occasionally.