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Service Delivery Leader

2 months ago

Minneapolis, Minnesota, United States Barry-Wehmiller Companies Inc Full time
Job Description

As a key member of the Barry-Wehmiller Companies Inc. team, the Field Service Manager will play a pivotal role in overseeing the operational excellence of our Labeling product lines across the United States. This position requires a strong leader who can foster a culture of accountability and high performance within the team.

Key Responsibilities:
  • Leadership and Team Development:
    • Recruit, cultivate, and mentor a results-oriented field service team.
    • Foster a culture of accountability and high performance within the team.
  • Operational Excellence:
    • Develop and refine field service processes, procedures, and policies aligned with company objectives.
    • Negotiate service contracts and efficiently resolve billing discrepancies.
    • Project management to ensure timely completion within budget and deadlines.
  • Performance Metrics and Quality Assurance:
    • Define and achieve service level agreements (SLAs).
    • Monitor and report team performance indicators.
    • Drive continuous improvement and implement preventative actions for quality and operational excellence.
  • Collaboration and Innovation:
    • Collaborate effectively with internal teams to drive business innovation, formulate service strategies, foster revenue growth, and develop new solutions.
    • Lead strategic initiatives aimed at improving volume and margins.
  • Customer Relationship Management (CRM):
    • Support the CRM database and processes to enhance customer relationships.
    • Rapidly resolve product issues through efficient warranty resolutions.
  • Training and Development:
    • Identify required skills training for the field service team.
    • Create and implement motivational programs to inspire team members.
  • Qualifications and Requirements:
    • Bachelor's degree in a related field with 3 years of experience, OR a two-year post-high school diploma/certificate with a minimum of 7 years of relevant experience.
    • Prior leadership experience is essential.
    • Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).
    • Excellent organizational, planning, and scheduling abilities.
    • Superior written and verbal communication skills.
  • Desirable Qualifications:
    • Knowledge or experience with Microsoft Dynamics/CRM.
    • Programmable Logic Control (PLC) skills - programming & editing.
  • Other Qualifications:
    • Valid driver's license and a clean driving record, with the ability to travel by car.
    • Ability to obtain a passport.
  • ADA Requirements:
    • Perform a variety of physical tasks including sitting, grasping items, keyboarding, standing, walking, bending, reaching, lifting items up to 50 lbs.
    • Occasional exposure to typical machine shop physical hazards.
    • Ability to travel domestically and internationally by air.