BOBST · 5 hours ago
Technical Service Specialist (TSS), SPO
Parsippany, NJ
Full-time
Onsite
Mid, Senior Level
$100K/yr - $110K/yr
5+ years expBobst North America is the sole distributor for Bobst Group SA, manufacturer of Converting Equipment for the Printing and Packaging industry. The Technical Service Specialist is responsible for providing technical support to sales, customers, and service technicians, ensuring high levels of customer satisfaction and effective communication of technical information.
LogisticsMachinery ManufacturingManufacturing
Responsibilities
Ensure customer satisfaction
Review and analyze job layouts and samples for the existing customers
Investigate and/or support others regarding performance problems with new or existing applications
Provide “after hours” customer phone support as requested
Support the sales team and RSMs through customer visits
Clarify trip objectives and create an Absence Form to ensure prompt communication with supervisor
This assists in alerting all internal customers, eliminating duplication of effort, ensuring that there is adequate phone coverage and provides information to others about the status of a customer need
The TSS is expected to follow-up on customer commitments, provide a Trip Report to the supervisor, by the next business day, and follow up on commitments through coordination with internal customers
The TSS is responsible for ensuring that the office workload is managed appropriately and, if slippage occurs, communicates with supervisor to agree on prioritization of effort
Support Field Service Technicians
Communicate with respect and patience
Coach, mentor and train field service technicians in the diagnosis, repair, and performance of Bobst equipment
Display sensitivity to technicians, particularly when they are in the presence of the customer
Provide information to Field Service technicians to ensure that they are correctly informed prior to any critical intervention and to ensure that technical support is available as required
Provide feedback to management on technician performance and areas for improvement
Utilize the applicable skills database to deploy local, capable technicians for the specific job as well as technicians whose growth plan includes more exposure to particular kinds of machine interventions and/or training
Support Regional Service Managers
Provide technical support and information for newly installed equipment
Serve as or work with the designated Installation Leader for new equipment installations
Follow all approved procedures for Acceptance Tests
Develop and coordinate PIP initiatives for the installed base of machines
Support the Training Initiatives and Programs
Establish and perform customer training in the field from time to time when requested
Programs should also include internal sales, RSM and field service training programs
Support the Parts Department
Provide assistance to identify difficult parts or part assemblies
Validate parts and assemblies based on specific equipment and machine manufacturer serial number
Machine Warranty Management
Ensure that the warranty procedure is correctly applied and that costs are managed to be in compliance with Group guidelines
More specifically, follow guidelines for returned parts inspections to confirm customer compliance as requested
Participate in trade shows, company expositions and other industry events as needed
Take an active role in researching the competition as well as developing market knowledge of customers, peripheral vendors and key suppliers
Respond to incoming requests for technical support from internal and external customers
Communicate with the PL to resolve open issues on the Pending Matters list
When asked, provide input on the field service technician best suited for a service visit
Communicate regularly with the Technical Service Manager and Product Line Managers
Identify opportunities to solve customer problems by recommending spare parts, field repair and training
Perform related duties as assigned or required to meet company goals and objectives
Maintain skill level information, validate with colleagues as necessary
Contact existing customers on a regular basis, through visits or telephone contact, within the objectives set and with regard to ongoing projects
Be aware of machine down situations in territory and assist if appropriate
Provide key support and consultation to individual customers regarding company products and services – in an effort to help meet customer needs
Generate and submit proposals in response to these customer opportunities utilizing company resources as required
Follow up aggressively outstanding proposals and win the business
Work closely with the Regional Sales Manager to share information and to avoid conflict between major machine upgrades and new machine sales
Follow up on open technical issues with Customers working to resolve them
Provide detailed information on competition activity, pricing and new products
Evaluate and make appropriate 'Go/No-Go' decisions on new business opportunities
Communicate regularly with Technical Services Colleagues, the Regional Service Co-Coordinators, the Regional Service Managers, the Regional Sales Managers, the Business Manager, and the Product Line Managers
Participate actively in service meetings and prepare presentations as required
Submit expenses on a weekly basis as needed for travel
Perform related duties as assigned or required to meet company goals and objectives
Qualification
Required
Undergraduate degree or technical school graduate is preferred
Minimum of 1-year experience in a similar role or 5 years experience as a field service technician for internal candidates
Minimum of 5 years of related technical experience, in a similar role, within the printing and converting equipment industry for external candidates
Candidates are required to have acceptable levels of mechanical and/or electrical operating machine experience within the converting industry
Customer service ethic
Articulate
Integrity/Trust
Problem Solving
Effective follow-up
Promotes Value & Quality
Customer Focus
Organizational skills
Effective communication skills (writing and speaking)
Technical and process knowledge
Time and Priority management
Computer Skills, including Microsoft Office (Word, PowerPoint, Excel, Outlook), 4S, as well as Internet research skills
Benefits
Performance-Related Pay
Comprehensive health, dental, & vision insurance
401(k) with company match
Vacation and holiday pay
Ongoing training and development opportunities
Company
BOBST
We are one of the world’s leading suppliers of substrate processing, printing and converting equipment and services for the label, flexible packaging, folding carton and corrugated industries.
Founded in 1890Little Switzerland, North Carolina, USA
5001-10000 employees
H1B Sponsorship
BOBST has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (1)
2021 (4)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$250.89M2025-09-30Post Ipo Debt· $250.89M
2003-06-13IPO
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