Field & Customer Service Site Leader

Field & Customer Service Site Leader

BW Papersystems, part of the Barry-Wehmiller Group, builds capital equipment that transforms paper into products for consumers - every day, around the world. We offer innovative technologies, service and parts, and years of global experience in corrugating, finishing; slitting and packaging; stationery; bookbinding and security documents. Customers rely on our machines to produce and convert items such as corrugated boxes, folding cartons, passports, notebooks, copy paper, board, and coated and other specialty papers. 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.

We are seeking a dynamic Field & Customer Service Site Leader to oversee our field service operations supporting both domestic and international customers. This role is responsible for driving customer satisfaction, leading a high-performing service team, delivering strong financial results, and collaborating with senior leadership to ensure our reputation as an industry leader. The ideal candidate is a proactive problem-solver with strong leadership and technical expertise.

Key Responsibilities

• Lead and develop the site's field service team, fostering growth and succession planning.
• Build and maintain strong customer relationships; act as the voice of the customer to senior leadership when issues arise.
• Collaborate with leadership to improve products, resolve customer issues, and unify service strategies.
• Drive proactive solutions to enhance equipment reliability and customer satisfaction.
• Oversee financial performance of the service team, including revenue, cost, and margin management.
• Partner with global service teams for project planning and execution.
• Visit customer sites when the need arises.
• Support sales strategies to achieve profitable growth.
• Manage training programs for field service personnel and customers.

Qualifications

• Experience: 6+ years in field service and/or customer relations management
• Proven experience leading a business unit or operational team, driving financial performance, customer satisfaction, and strategic goals
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Proven leadership and team-building capabilities
• Excellent communication and interpersonal skills
• Strong technical and analytical skills
• Knowledge of machine setup, operation, and fundamental electrical principles is preferred
• Proficiency in MS Office

Additional Details

• Location: This is an on-site position at our Hunt Valley, MD facility.
• Travel: Approximately 25% (domestic and international).

The approximate base pay range for this position is $100,000-130,000 annually. Please note that the pay range is a good-faith estimate at the time of posting and may vary based on factors such as experience, skills, and geographic location. Our complete benefits package includes: medical, dental, and vision insurance; paid time off; 401k plan with company match.

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.