Senior Field Service Leader

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.

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.

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