Site Service Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• The Site Services Manager is responsible for leading the onsite execution of complex, high-value BW Packaging projects, acting as the primary onsite representative of the assigned Project Manager during installation, commissioning, and acceptance phases.

• Takes ownership of daily field coordination, ensuring execution discipline and onsite communication to align delivery with the approved scope, schedule, cost, safety, and customer commitments.

• Serves as the main onsite coordinator for BW field service resources, installation contractors, OEM partners, and customer stakeholders.

• Maintains a strong focus on customer satisfaction while proactively identifying execution risks, scope exposure, and conditions that could negatively impact schedule, cost, or margin outcomes.

• Functions within established project governance and escalation frameworks, collaborating closely with the Project Manager to convert sales commitments into disciplined, predictable onsite execution and a consistent customer experience.

• Facilitates effective onsite performance by clarifying priorities, sequencing tasks, removing execution barriers, and ensuring teams have the necessary information for safe and efficient execution.

• Oversees all onsite service, installation, and commissioning activities during project execution.

• Directs and coordinates BW service technicians, installation supervisors, contractors, and OEM partners on site.

• Maintains daily oversight of onsite priorities, sequencing, and issue resolution.

• Conducts daily coordination meetings on site with BW, contractor, and OEM teams.

• Ensures that onsite execution aligns with safety standards, scope commitments, and installation protocols.

• Participates in SAT execution, fully understanding acceptance criteria and contractual obligations.

• Acts as the onsite execution leader in direct support of the assigned Project Manager.

• Provides daily updates on status, activities, and issues, clearly articulating risks, decisions, and recommended actions.

• Assists with final acceptance activities through close coordination with the Project Manager and the customer.

• Identifies execution risks, constraints, and scope exposure early, escalating them through defined project channels.

• Serves as the main onsite liaison between the customer and BW execution teams.

• Maintains clear, professional, and proactive communication with customer stakeholders throughout the installation and commissioning process.

• Leads and attends onsite customer meetings, fostering confidence through transparency and effective follow-through.

• Balances strong customer advocacy with strict adherence to contractual and project obligations.

• Identifies scope changes and their impacts on execution, documenting and communicating these implications to the Project Manager and customer.

• Coordinates warranty communications and action tracking with the Project Manager and Operations teams.

• Ensures that onsite issues, decisions, and actions are documented clearly and consistently.

• Coordinates BW and OEM resource and staffing needs and schedule changes with Field Service leadership.

• Supports weekly reviews of service purchase orders, warranty statuses, and financial visibility using D365 and related systems.

• Applies execution judgment to safeguard schedule adherence, utilization efficiency, and cost outcomes.

• Collaborates with Project Management, Field Service leadership, Operations, and OEM teams to ensure execution continuity.

⛳️ Requirements

• A minimum of 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.

• Exceptional written and verbal communication skills, with the capacity to clearly convey issues, risks, and decisions to both customers and internal teams.

• Strong customer orientation, balancing responsiveness and advocacy with disciplined execution and adherence to contractual commitments.

• Proven ability to anticipate execution risks, scope exposure, and potential cost or schedule erosion while taking timely actions.

• Proven capability 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 is essential.

• Experience in the packaging industry is preferred.

• Extensive customer-facing field experience is highly valued.

• Willingness to adjust work hours, travel schedules, and onsite presence based on project needs, customer requirements, and critical execution milestones.

• Flexibility to take on evolving responsibilities in response to strategic priorities and business needs.

🏝️ Benefits

• None specified