Technical Service Specialist (TSS), SPO

Technical Service Specialist (TSS), SPO BNA - Bobst North America Bobst North America is the sole distributor for Bobst Group SA, manufacturer of Converting Equipment for the Printing and Packaging industry. The objectives of this position are to ensure that all technical service, support and coordinating activities of the Bobst SPO product line are executed in such a way as to ensure the highest level of customer satisfaction. In addition, the incumbent will ensure that we provide world class Customer field service support for the Bobst SPO product line, reflecting the requirements of the Customers and utilizing all the resources available. Technical Service Specialist: The Technical Specialist is an expert on all aspects of Bobst SPO equipment. This role provides technical support to sales, customers, Service Center and Field Service Technicians. The key functional expectation is the research and communication of technical information and updating activities in the Salesforce and SAP. This practice ensures that the most accurate information on customer status is available on a real time basis. The Technical Specialist works closely with his supervisor, colleagues and internal customers to ensure a constant and accurate exchange of technical information. The ultimate goal is to ensure that customer needs and expectations are met, based on the customer's expectations and the internal service objectives. The TSS is expected to lead by example and to build excitement and enthusiasm within the Service Team. He/she is a team player and takes responsibility for providing excellent customer service. The TSS is flexible with the customer and balances patience and professionalism while driving for solutions with demonstrated urgency. The ability to follow-up on all activities and projects, particularly coordinating date changes with all internal and external customers, is a key expectation of this role. The TSS performs this role with confidence, enthusiasm, and the desire to serve both internal and external customers. The TSS has effective communication, problem solving and follow-up skills. A key expectation of this role is ensuring that the team works together proactively to develop knowledge management solutions that reference and document information on behalf of customers, in addition to Salesforce and SAP. TSS keeps his cool under pressure and works with other team members and throughout the company to negotiate win-win solutions that serve the customer and the needs of the business. The TSS takes responsibility for helping the customer, even outside of his core area of competence, by directing the caller to the appropriate department, ensuring the customer is called back in a timely manner and/or confirming coordination and resolution between other departments. The role requires limited travel within the markets to visit customers to understand their needs and expectations. Representing the company is expected. This is a full-time position with the typical work week being Monday-Friday and may include occasional travel. The TSS works closely with the sales, service center and Regional Service Managers throughout North America. Main Responsibilities: 1.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. 2. 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. 3. 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. 4. 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. 5. 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. 6. 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. 7. 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. 8. 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. Key Daily Tasks: 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. Critical Skills and Personal Attributes: 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 Education: Undergraduate degree or technical school graduate is preferred. Internal Candidates: Minimum of 1-year experience in a similar role or 5 years experience as a field service technician. External Candidates: Minimum of 5 years of related technical experience, in a similar role, within the printing and converting equipment industry. Candidates are required to have acceptable levels of mechanical and/or electrical operating machine experience within the converting industry. Compensation & Benefits: In good faith and in alignment with current market data, the base salary for this position is estimated to range between $100,000 and $110,000 annually, depending on skills, experience, and qualifications. In addition to the base salary, this role is eligible for: Performance-Related Pay Comprehensive health, dental, & vision insurance 401(k) with company match Vacation and holiday pay Ongoing training and development opportunities Please note: This is not an exhaustive list of all benefits available. Additional programs and perks may apply depending on eligibility and location. Join us - and grow with us. BOBST is an engineering company, pioneering intelligent solutions that shape the future of the packaging world. At BOBST, you make an impact on a global scale - through innovation and advanced technology. You grow by mastering challenges - in a team that strives for excellence. And you enjoy a culture of a family-run enterprise, where values are truly lived. With the combined forces of more than 6400 people and business activities in more than 50 countries, we are positioned as the innovation leader in our industry. Follow usWorking at BOBST: The Guided Tour

Created: 2026-03-04