About Us:
BW Papersystems, part of Barry-Wehmiller, combines extremely strong brands, innovative technologies and long-standing global experience in the corrugating and finishing, sheeting and packaging, and stationery, book-binding and security-documents industries. BW Papersystems brings together 11 brands—BW Bielomatik (BWB), BWP Zerand, Curioni, JAG SYNCHRO, K&H Machinery Co. Ltd., Kugler-Womako, MarquipWardUnited (MWU), SHM, VortX, WillPemcoBielomatik (WPB) and Wrapmatic—that synthesize manufacturing in the paper process industries. We offer market-leading technology for full corrugators in a variety of configurations, rugged rotary die cutters and flexo folder gluers, as well as starch-mixing systems. Customers rely on us for folio-size, cut-size and digital-size sheeting and packaging of paper, board and other materials. In addition, BW Papersystems’ portfolio includes stationery, passport production and specialized paper-converting applications, as well as book-on-demand binding lines, digital print finishing and RFID processing technology.
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:
The Customer Engagement Application Lead will be responsible for delivering portfolio of application and process solutions to the cross-platform sales, marketing, and field service organizations enabling commercial and service excellence. This role will be responsible for ensuring systems meet our cross-platform business needs inclusive of essential changes that will support evolving business requirements and the driving of continuous improvement. The Customer Engagement Application Lead will work closely with business product owners and stakeholders to proactively identify opportunities to improve the adoption and value of key productivity tools in the Customer Engagement ecosystem.
Principal Duties and Responsibilities (Essential Functions):
Business Engagement
- Act as the primary point of contact for all stakeholders (e.g. business, implementation partners, executives, and other IT departments) on matters related to Customer Engagement Application Services.
- Work closely with business leadership, and proactively identify opportunities to improve the adoption and value of key productivity tools in the Customer Engagement ecosystem.
- Actively engage with the business product owners and stakeholders to drive alignment of process and requirements.
- Continuously monitor the application performance and gather feedback from business product owners and stakeholders, using data-driven insights to make informed decisions and prioritize future improvements.
- Provide periodic communication to the business stakeholders regarding project status, request backlogs, and support metrics.
Project Leadership and Operations
- Act as the primary IT product owner (SME) of the applications within Customer Engagement Applications portfolio and related business processes.
- Responsible for the overall delivery of operational support, ensuring that service performance meets or exceeds established goals / SLAs.
- Act as the primary point of contact with the Enterprise Services Support teams, to ensure high quality and response handling of tier 1 and 2 issues, working closely to escalate issues and ensure excellent customer service to our users.
- Engage with the Customer Engagement COE, in collaboration with enterprise architect and other platform CE leaders to determine the best approach to address the needs of the business while also maintaining a standard solution for BW.
- Act as the project leader on implementation and improvement projects.
- Coordinate projects and team members across platforms, working closely with Business Partners, Project Managers, and Enterprise Services to deliver robust solutions to the business teams.
- Communicate with internal IT teams and the business community to ensure team members are aware of status, KPIs for projects are understood and visible, key decisions are made on a timely basis and manage escalations to ensure the on-time quality delivery of projects/changes.
- Analyze, design, and implement process improvement changes that will enable business value.
- Work closely with the business to track and prioritize request backlog (a list of features and requirements).
- Provide periodic updates to business stakeholders on projects, continuous improvement initiatives and requests backlogs.
- Point person for management of software licenses, security certificates and contracts with service providers.
- Educate business teams on application features and functionality.
- Assist business product owners on training preparation and delivery to ensure end users are appropriately trained.
- Deliver training to business teams when required.
- Able to lead design sessions if required in prototyping new systems for the purpose of enhancing business processes, operations, and information process flow.
Strategy and Planning
- Responsible for defining and managing the CE application strategy and roadmap in collaboration with enterprise and platform IT leaders.
- Stay current on vendor application roadmap, releases, and industry best practices, bringing that knowledge into delivering best solution for the business.
- Ensure that the implemented applications serve its intended purpose, deliver business adoption and outcomes.
Qualifications:
- B.S. or B.A. degree in Business Administration, Management, Project Management, Computer Science, Engineering, or related field
Knowledge and Experience
- Must have 5+ years of experience leading CRM, CPQ, Field Service and Marketing Tool deployments, from scope all the way to stabilization in a multinational company.
- Strong understanding of the Sales, Quoting, and Field Service processes.
- Must have direct experience of leveraging and integrating enterprise level systems, inclusive of CRM, CPQ, ERP, and Business Intelligence.
- Ideal candidates will have experience implementing Microsoft D365 CRM & Field Service Solutions.
- Must have broad experience either as part of business operations or be very familiar with broad business operations and have a track record of successful management of change.
- Must have experience delivering excellent user support within a matrix structure.
- Experience in systems governance and change control.
- Experience estimating project costs and leading projects.
- Preferred work experience in a manufacturing company with machine builder/OEM business processes.
Personal Attributes
- Excellent coordination and project management skills, the ability to bring strong oversight to multiple projects and changes running concurrently.
- Excellent ability to collaborate and engage with IT leadership, business customers and external third parties.
- Strong commercial acumen to manage operational and project budgets.
- Excellent verbal and written communication skills; ability to explain technical concepts to a non-technical audience.
- Must be able to work across all IT technical platforms to coordinate joint resolution of business problems.
- Experience influencing cross-functional teams without formal authority and maintaining strong working relationships.
- Well-developed analytical skills; highly skilled at strategizing, planning, and problem solving.
- Skilled at influencing, prioritizing, and setting expectations to move toward a common goal.
- Collaborative and thrives working cross-functionally; team player willing to “roll up their sleeves” to drive initiatives.
- Ability to work independently.
- Experience coaching, mentoring, and developing others.
Supervisory/Responsibility:
Direct supervision of a team of two (2) to five (5) Solutions Analysts.
Work Environment:
Work is typically performed in a standard office setting working at a desk or table on a level surface.
Position Type:
This is a regular, full-time position with the understanding that a regular work week will require extended days and hours as needed to meet business needs.
Travel:
Moderate domestic and occasional international travel required as part of this role.
Physical Demands:
The role requires the use of constant use computers and standard office equipment. Mental and visual attention is necessary to perform various duties.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It’s not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. This job description 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, 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:
BW Papersystems
