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Careers Job Listings Technical Field Service Manager - Packaging Machinery

Technical Field Service Manager - Packaging Machinery

The focus of the Technical Field Service Manager is to analyze, define, implement, and manage the technical service process and procedures, with the aim of increasing customer satisfaction. The Customer Support Manager is also responsible for the revenue generation and negotiation processes with customers for the implementation of service, including customer training and spare part sales.

The Technical Field Service Manager leads a team of technical support specialists responsible for driving customer loyalty and ensuring that our customers are satisfied and are realizing measurable value from our products and services.

The Technical Field Service Manager communicates with all the departments involved and acts as the key liaison with the Winpak Packaging Business Units to coordinate and ensure packaging materials are successfully integrated with all machinery activities to support and drive Winpak System Sales.

Education:

  • Bachelor’s degree in Business or Technical discipline

Experience:

  • 5 + years’ experience within a packaging or packaging machinery manufacturer is required.
  • Proven track record of dynamic leadership with previous team management experience in a customer-facing organization is required.
  • Experience with customer relationship management best practice including software, automation, metrics, and workflows.
  • Proven capability to collaborate with all levels of the organization.
  • Demonstrated ability to be highly organized, creative, motivated, self-starter, strong problem solver with excellent written and oral communications and presentation skills. 
  • Demonstrated strong negotiation skills.
  • Demonstrated ability to prioritize, multi-task, and perform effectively under pressure.
  • Demonstrated project management skills that assured project outcomes are achieved on time and on budget.
  • Willingness to accommodate 10 – 30% to travel

We Value:

  • Experience leading teams in technical support of food packaging machinery, preferred.
  • Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and PLC controls.

Knowledge, Skills, and Abilities: 

  • Skilled in managing, leading, coaching, training and developing a customer-facing technical team
  • Ability to partner with the customer to establish deployment objectives and success criteria and help them develop a plan to achieve those objectives
  • Ability to relate to customers with varying levels of technical skills and understanding
  • Ability to work in a fast-paced cross-functional organization and balance priorities
  • Advanced writing skills with a technical writing background
  • Highly skilled in  reading blueprints, engineering drawings, and electrical schematics
  • Excellent communication skills (verbal and written)
  • Good data analysis skills to identify trends in serrvice and part sales activities
  • Must be knowledgeable of basic OSHA workplace safety standards which include but are not limited to PPE, ladder safety, lockout tag out, electrical tool safety, etc.
  • Ability to effectively deal with internal and external customers, some of whom will require patience, tact, and diplomacy, collect accurate information and solve customer concerns
  • Knowledgeable of statistical process control (SPC)
  • Advanced knowledge of Microsoft Office programs include WORD, Excel, Power Point and Project
  • Basic understanding of the concepts of Lean Manufacturing and Six Sigma

Duties and Responsibilities: 

  • Strategic leader for a team of technical field service specialists establishing team direction, schedules, and key objectives in support of customer installs, remote and field support and training on Winpak Lane machines
  • Develop processes, procedures and documentation for the service organization
  • Drive service and parts revenue and develop metrics to measure key performance indicators internally and externally with customers
  • Develop a comprehensive understanding of the customer’s industry business challenges and objectives to address their needs
  • Serve as a customer advocate in driving industry best practices and the evolution of product and platform functionality, training and support services integral to the customer's success
  • Develop and maintain long-term relationships with stakeholders by networking between customers and internal resources
  • Key liaison between WLI operations, engineering, accounting and sales team and the customer
  • Communicate technical updates (i.e. service bulletins) to customers and advocate for complaint resolution
  • Responsible for preparing and providing accurate service quotations, available service schedules to the customers, and creating accurate and timely service expenses for invoicing
  • Partners with Engineering in a Concurrent Engineering culture in new product development and support of existing machines in the field,
  • Responsible for coordinating with Sales and the customer to ensure that adequate products and packaging materials are available for the Factory Acceptance Test (FAT) 
  • Ensures the machine is ready for customer Factory Acceptance Test (FAT), performs the FAT with the customer and provides and follows up promptly on post FAT action items
  • Responsible for managing the Pilot Plant operations and ensuring a safe, productive and leanenvironment.
  • Ensures all service personnel follow company GMP’s (Good Manufacturing Practices), sanitation, prerequisite programs, chemical control, and food safety plans, WLI policies and Customer’s policies
  • Analyze service and part sales trends and collaborate with other departments to implement programs to capture and/or recapture service and part sales revenue
  • Additional responsibilities as deemed necessary by supervisor

Winpak offers competitive salary and benefit packages as well as excellent opportunities for professional growth and development based upon the global location of the available position.

Qualified individuals are invited to submit a resume and salary expectations by October 31, 2019 to:

HUMAN RESOURCES DEPARTMENT, WINPAK LANE INC. 998 SOUTH SIERRA WAY, SAN BERNARDINO, CA 92408, Email: humanresources@wli.winpak.com, Fax: (909) 383-8147

Winpak is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. Pre-employment drug/alcohol/background screening may be required based on facility location.

Although we appreciate all applicants, only qualified applicants will be considered for interviews.