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. With our full range of packaging solutions and long‑term partnership and service, we help customers achieve operational excellence today while building the future of packaging together.
Job Description
Reporting to the EMEA Field Service Director, the Technical Support Leader will be responsible for designing, building, and embedding a data‑driven technical support capability across the EMEA region. This role is accountable for transitioning the organisation from reactive, subject‑matter‑expert‑dependent technical support to a scalable, system‑led model that enables technical generalists to resolve complex customer enquiries across multiple product platforms. The role will focus on the development of systems, tools, data structures, and analytics that enable consistent, high‑quality technical decision‑making at first point of contact.
Key Responsibilities
* Define and execute the strategy to transition EMEA technical support from SME‑led problem solving to a data‑ and system‑enabled support model.
* Design and implement a structured technical knowledge ecosystem, including document organisation, metadata standards, and controlled data repositories.
* Lead the development of analytical and AI‑enabled tools that interrogate technical documentation, service history, and product data to support rapid decision‑making.
* Establish standard work, workflows, and decision trees that allow technical generalists to support multiple product types effectively.
* Own the integration of technical support processes within D365 and other enterprise systems to ensure consistent case tracking, data capture, and reporting.
* Define, publish, and continuously improve performance metrics related to response time, resolution quality, repeat issues, and knowledge reuse.
* Work closely with Product Engineering, Field Service, IT, and Global Technical Support to ensure data accuracy, governance, and system scalability.
* Build and lead a small, high‑impact technical support and systems development team, developing capability in data literacy and structured problem solving.
* Identify systemic technical issues and trends using data analysis and translate insights into preventative actions, documentation updates, and product feedback.
* Support EMEA‑wide coverage across multiple product lines while minimising dependency on individual experts.
Required Education and Experience
* Significant experience in technical support, service engineering, or service operations within capital equipment or industrial manufacturing environments.
* Demonstrated success in building systems, processes, or platforms that reduce reliance on individual expertise and improve scalability.
* Strong experience with data analysis, knowledge management systems, ERP/CRM platforms (e.g., D365), and business intelligence tools.
* Proven ability to translate complex technical content into structured, usable decision support for non‑specialist users.
* Experience leading cross‑functional initiatives involving IT, engineering, and service teams.
* Background in continuous improvement, standard work, or operational excellence methodologies.
Key Competencies
* Systems thinking – ability to design end‑to‑end support models rather than individual fixes.
* Data‑driven decision making – comfortable using data to prioritise, diagnose, and improve performance.
* Intellectual curiosity and structured problem solving.
* Change leadership – capable of shifting mindsets from reactive support to proactive, standard execution.
* Strong communication skills – able to bridge technical depth and operational clarity.
* Influence without authority across global and matrixed organisations.
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.
Company: BW Packaging
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