Site Service Manager

About Us: BW Packaging is driving performance at the intersection of people, technology, and customer care. As part of the privately held Barry-Wehmiller family, we unite a global team of packaging experts with a clear purpose: People Who Care, Building Solutions that Perform. We take on our customers’ toughest challenges as our own — delivering both innovative and enduring solutions that set the standard for value and performance. Our strength comes from our people and the power of our brands — trusted names in packaging that are known worldwide for engineering excellence, application expertise, and lifetime commitment to customer success. Truly Human Leadership guides our belief that exceptional business results and profound respect for people together provide the foundation of enduring success. We are committed to forging lasting partnerships with our customers, earning their trust through integrity, expertise, and execution.

Job Description: The Site Services Manager leads onsite execution for complex, high-value BW Packaging projects, serving as the primary onsite extension of the assigned Project Manager during installation, commissioning, and acceptance. Owns daily field coordination, execution discipline, and onsite communication to ensure delivery aligns with approved scope, schedule, cost, safety, and customer commitments. Acts as the central onsite coordinator for BW field service resources, installation contractors, OEM partners, and customer stakeholders. Maintains a strong customer focus while proactively identifying execution risks, scope exposure, and conditions that could erode schedule, cost, or margin outcomes. Operates within established project governance and escalation structures, partnering closely with the Project Manager to translate what was sold into disciplined, predictable onsite execution and consistent customer experience.

Key Responsibilities

• Enable effective onsite performance by clarifying priorities, sequencing work, removing execution obstacles, and ensuring teams have the information needed to execute safely and efficiently.
• Lead all onsite service, installation, and commissioning activity during project execution.
• Direct and coordinate BW service technicians, installation supervision, contractors, and OEM partners onsite.
• Maintain daily control of onsite priorities, sequencing, and issue resolution.
• Conduct daily onsite coordination meetings with BW, contractor, and OEM teams.
• Ensure onsite execution aligns with safety expectations, scope commitments, and installation standards.
• Participate in SAT execution with a clear understanding of acceptance criteria and contractual commitments.
• Operate as the onsite execution lead in direct support of the assigned Project Manager.
• Provide daily status, activity, and issue updates with clear articulation of risks, decisions, and recommended actions.
• Support final acceptance activities through close coordination with the Project Manager and customer.
• Identify execution risks, constraints, and scope exposure early and escalate through defined project channels.
• Serve as the primary onsite liaison between the customer and BW execution teams.
• Maintain clear, professional, and proactive communication with customer stakeholders throughout installation and commissioning.
• Attend and lead onsite customer meetings, reinforcing confidence through transparency and follow-through.
• Balance strong customer advocacy with disciplined alignment to contractual and project commitments.
• Identify scope changes and execution impacts; document and communicate implications to the Project Manager and customer.
• Coordinate warranty communication and action tracking with the Project Manager and Operations teams.
• Ensure onsite issues, decisions, and actions are documented clearly and consistently.
• Coordinate BW and OEM resource and staffing requirements and schedule changes with Field Service leadership.
• Support weekly review of service purchase orders, warranty status, and financial visibility using D365 and related systems.
• Apply execution judgment to protect schedule adherence, utilization efficiency, and cost outcomes.
• Partner with Project Management, Field Service leadership, Operations, and OEM teams to maintain execution continuity.
• Enable effective handoffs and coordination across internal and external execution teams during installation.

Qualifications & Experience

• 5+ years of experience leading onsite execution for complex manufacturing or capital equipment projects, including installation, commissioning, and acceptance.
• Demonstrated technical understanding and judgment in mechanical, electrical, or controls systems as applied in field service, installation, and commissioning environments, or equivalent technical education.
• Excellent written and verbal communication skills, with the ability to convey issues, risks, and decisions clearly to customers and internal teams.
• Strong customer focus, balancing responsiveness and advocacy with disciplined execution and contractual alignment.
• Proven ability to anticipate execution risks, scope exposure, and cost or schedule erosion and take timely action.
• Proven ability to lead and influence cross-functional and third-party teams without direct authority.
• Strong working knowledge of ERP and project tracking systems; proficiency with Microsoft Office tools.
• Packaging industry experience preferred.
• Extensive customer-facing field experience strongly valued.
• Willingness to adjust work hours, travel schedules, and onsite presence in response to project needs, customer requirements, and critical execution milestones.
• Flexibility to take on evolving responsibilities in response to strategic priorities and business needs.

Travel: 50–70%, including extended onsite assignments during critical installation and commissioning phases.