Technical Service Manager (TSM), Folding Carton

BNA - Bobst North America Apply now Bobst North America Inc. is a manufacturer of Converting Equipment for the printing and packaging industry. The TSM is a combined role of top-tier field positions. The objectives of this position are to ensure that all technical service, support and coordinating activities of the product line are executed in such a way as to ensure the highest level of customer satisfaction. In addition, the incumbent will ensure that we provide world class customer field service support for the Bobst product line, reflecting the requirements of the customers and utilizing all the resources available. The selected person will play a key / leading role in our North America Service Organization, consisting of:

• Having the full accountability of the local Technical Support Team, manages and provides strong assistance to local field service engineers
• Leading the Technical Service Support / NA Field Service Team
• Ensures that the resources and installation planning of all new equipment is managed efficiently
• Being responsible that customer needs and expectations are met on a timely basis
• Managing a team of up to 40 persons
• Travels in the region may be required within the market to visit customers to understand their needs and expectations.
• Representing the company at trade shows and Open Houses is also expected.

Main Responsibilities:

• Promote and sponsor a positive attitude between Business Units, Service and Sales
• Effectively manage performance and actively contribute to the development of directs reports
• Provide the best service assistance to local teams and field technicians in order to help them solve open issues or machine faults. Interacts with Customer care, uses available tools to remotely diagnose problems, provides / arranges after hours customer support when requested.
• Manage and provide information to the Field Technicians to ensure that they are correctly informed prior to any critical intervention and to ensure the technical support is available as required. Provide electrical training to local and regional field technicians when requested.
• Establish, maintain and manage a pending matters list between NA and the Manufacturing Plant.
• Assist local spare parts team for technical analysis. Give punctual and effective assistance to the local Spare parts when needed.
• Realize post installation Survey at customers with or on behalf of the PL. For every new machine installed in the territory, realize the necessary post Installation Survey at customer to receive customer feedback on the machine and all project related issues

Other Responsibilities:

• Ensure that responses are provided within the objectives set to meet customer service standards
• Respond to incoming demands for technical support from customers and field service technicians.
• Review ongoing installations with Project Managers and ensure timely progress towards on time start up
• Communicate with the PL’s to resolve open issues on the Pending Matters list
• Ensure that the correct field service resources are utilized for installations and difficult interventions
• Act in respect of the code of conduct and the values of the Company and encourage others to do so

Competencies & Personal Attributes:

• Proven experience in managing people, Team player and strong people motivator
• Proactive work style, highly reliable and accountable
• Compassionate and developed sense of service
• Ability to successfully plan, organize, lead, and monitor team efforts to completion
• Sharp leader and communicator (English is required, other languages are an asset)
• In-depth market knowledge, commercial acuity in the field of capital goods

Education:

• Undergraduate degree or technical school graduate is preferred.
• Minimum of 5 years of related technical experience, in a similar role, within the printing and converting equipment industry.
• Candidates are required to have acceptable levels of mechanical and/or electrical operating machine experience within the converting industry.

Compensation & Benefits:
In good faith and in alignment with current market data, the base salary for this position is estimated to range between $110,000 and $120,000 annually, depending on experience and qualifications.
This role is also eligible for:

• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Ongoing training and development opportuni