Field Service Coordinator

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:

This position is responsible for the accurate and efficient execution of service-related administrative tasks.  Key responsibilities may include managing technician timesheets, processing expenses, assisting with the preparation of Invoices, and handling job costing/revenue within D365 CE.  This role may also serve as a point of contact for customers, directing inquiries to the appropriate service team members or initiating cases for technical remote support. The ideal candidate will possess strong organizational skills, keen attention to detail, and the ability to thrive in a fast-paced environment.

ESSENTIAL FUNCTIONS: 

• Assist with coordination of technicians for field assignments as needed.
• Answer incoming calls and direct them to the appropriate service personnel.
• Create and route, manage and close D365 cases and determine if they are warranty, billable, or require further service intervention.
• Daily review of D365 Work Orders after job completion for accurate time and expense entry and preparation for invoicing.
• Reconcile credit card statements and ensure all service technician charges are accounted for in D365 Work Orders.
• Collaborate with accounting / finance departments to manage service invoicing.

• Maintain and update necessary files, records, and reports pertinent to the field service department. 

• Create & maintain accounts and asset records in D365 CE for all installed assets updating addresses, warranties and contact information as needed within D365 CE.
• Create Return Goods Authorizations (RGA) and coordinate customer returns for credit, repair, or processing. 
• Distribute Service Bulletins as needed
• Support service teams with document management and administrative tasks as needed.

• Back-up other Rapid Response Team administration as needed for warranty parts.
• Assist with continuous improvement planning and implementation to drive efficiency and customer satisfaction.  

• Perform other duties as assigned. 

EDUCATION & EXPERIENCE: 

• An associate degree in a technical or business-related discipline is preferred.  A high school diploma or equivalent is required. 

• Two – four years of relevant experience, preferably in a manufacturing environment. 

KNOWLEDGE, SKILLS, ABILITIES: 

• Demonstrated communication, organization, and time management skills 

• Proven problem-solving skills 

• Excellent organizational, planning, and scheduling abilities 

• Proficient in Microsoft Office 

• Demonstrated knowledge of ERP and customer relationship management software 

• A technical understanding of all product lines is desired  

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 collaborating 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. 

LEADERSHIP RESPONSIBILITY 

​​This position does not directly supervise other associates.​ 

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 

The approximate pay range for this position is $20.00- $25.00 Hourly structure which may vary based on performance. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.

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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:

Baldwin Technology