Internal Aftermarket Support

BW Converting; Green Bay (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

BW Converting is seeking an Aftermarket Technical Support professional to back parts, modifications, and field service. You will investigate legacy parts, resolve obsolescence, and assist ERP migration while ensuring accurate part identification and documentation alongside Inside Sales and Field Service.

You will use BW Converting ERP tools and Smartsheet to manage requests, create changes, and collaborate with suppliers.

Qualifications

• Associate degree in a technical/engineering field with 3+ years of engineering/technical support experience.
• Alternative: high school diploma with 5 years of related experience in technical support.
• Ability to navigate ERP systems and document management tools.

Responsibilities

• Use BW Converting ERP programs and engineering tools for daily technical support tasks.
• Use Smartsheet as the primary dashboard for all aftermarket requests.
• Identify/verify part numbers for customers, Inside Sales, Mod Sales, Audit Leader, Field Service.
• Evaluate parts needs and recommend engineering solutions.
• Create PDFs of external records to aid issue resolution and part ID.
• Create new part numbers in ERP for BW Converting brands.
• Create change masters for obsolete items and IFU replacements.
• Engage with suppliers to investigate replacements or form/fit/function issues.
• Create BOMs for rebuild kits and assist with non-standard requests.
• Assist with material substitutions and assembly questions; travel as needed.

Skills

Technical support

ERP systems

Microsoft Office

Travel to 10%

Team collaboration

Education

Associate degree in engineering/technical field

High school diploma

Tools

Smartsheet

ERP software

Job description

About Us

BW Converting 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.

About Us

BW Converting 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.

Job Description

The Aftermarket Technical Support position supports the entire aftermarket business (parts, modifications, and field service) with legacy parts investigation, identification, obsolescence resolution and ERP migration support.

ESSENTIAL FUNCTIONS

• Utilize various BW Converting ERP programs and engineering tools to execute daily technical support tasks in the most efficient and thorough manner.
• Utilize Smartsheet as primary daily dashboard for all aftermarket technical support requests; all request specific communication should be captured within SmartSheet.
• Identify/Verify part numbers for external customers, Inside Sales, Mod Sales, Audit Leader, and Field Service team members.
• Evaluate customer parts needs and recommend solutions
• Create and share PDF’s of “External” engineering records to assist in machine issue resolution or in part identification.
• Create New Part Numbers, in current ERP, for all BW Converting brands in support of aftermarket sales.
• Create change masters to record obsolete items, IFU replacements and item specific notes for engineering, customer service and purchasing.
• Engage with suppliers to investigate obsolete components, direct (form, fit, function) replacements, or potential replacements that might require modification.
• Create part numbers and bills of material for rebuild kits
• Perform initial evaluation of internal requests for non-standard technical support and provide responses to requester.
• Assist manufacturing engineering with material substitutions, machining specifications, paint code requirements, determining casting to weldment feasibility and assembly questions.
• Meet with customers and suppliers (on occasion).
• Travel to other BW Converting locations for training (on occasion).
• Escalate concerns, issues and needs for additional guidance to Team Lead or Leader (Audit Leader) when necessary.
• Expand existing knowledge base of all Brands and models, associated equipment, including new and legacy equipment.
• Perform other duties as assigned.

Engineering Engagement Criteria

• The “Spirit & Intent” for the Aftermarket Technical Support Team is to reduce production engineering’s involvement to only the “critical” items in order to maximize engineering availability for sold work and other absorbable items
• Work with subject matter experts from within the various engineering groups when additional support is required to resolve parts identification requests. IMPORTANT: You must be prepared to share and explain the efforts that you’ve already taken to investigate.
• Some requests may need to go through the Mods OMS process, consistent with the “Parts vs Mods” criteria

EDUCATION & EXPERIENCE

• Associate degree in a technical or engineering related field and three years of engineering or technical support experience, or a high school degree/diploma and five years of related experience.

KNOWLEDGE, SKILLS, ABILITIES

(training will be provided)

• Demonstrated ability to strategize and implement technical support team goals.
• Effectively utilize negotiation and presentation skills.
• Awareness and working application of current and legacy ERP systems
• Awareness and working application of current and legacy document management systems
• Proven problem-solving skills
• Proficient in Microsoft office
• Ability to travel up to 10%

COMPETENCES

• 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.

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

This job description has been designed to indicate the general nature and level of work performed by team members within this classification. It’s not intended to be construed as an exhaustive list of all responsibilities, duties and skills, and is subject to change at any time.

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, 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

BW Converting