Field Support Manager

Description

Job Success Profile

Field Support Manager (FSM)

Buckman is a privately held, global specialty chemical company with headquarters in Memphis, TN, USA, committed to safeguarding the environment, maintaining safety in the workplace, and promoting sustainable development. Buckman works proactively and collaboratively with its worldwide customers in pulp and paper, leather, and water treatment to deliver exceptional service and innovative specialty chemical solutions to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment. Buckman is in the middle of a digital transformation of its businesses and focused on building the capabilities and tools in support of this.

Location

• Memphis, TN, USA
  
  

Language

• English
  
  

Travel

• 33%
  
  

Objective of the Position

The Field Support Manager (FSM) plays a pivotal role in implementing Buckman’s Smart and Digital solutions portfolio, managing Customer Service Equipment (CSE), and ensuring stringent safety standards in the IP Vertical. This role involves driving digital adoption and supporting the sales team with equipment design, application engineering, and field safety initiatives. The FSM will collaborate with sales, engineering, digital, and safety teams to optimize equipment performance, ensure compliance with safety policies, and implement innovative and cost-effective solutions for customer sites.

Key Responsibilities

• Drive the field installation and adoption of Buckman’s latest digital offerings (e.g., MCA-i, Echowise, Ackumen Cooling, Smart Inventory).
• Serve as a technical leader across smart solutions projects, ensuring successful setup, installation, and troubleshooting.
• Manage field requirements for Smart and Digital offerings, working closely with the Smart Digital Solutions Manager (SDSM) on future digital implementations.
• Develop and maintain support documentation for standard equipment and ensure 24x5 remote support via Insights Lab.
• Oversee vendor management and plan critical spares to ensure equipment availability and functionality.
• Support sales with engineering and equipment applications, including meeting with customer engineering teams to align on requirements.
• Conduct plant surveys to determine site suitability, manage installation and commissioning, and support trials for new installations.
• Oversee installation, commissioning, and post-installation support of capital equipment, providing documentation and on-site expertise as needed.
• Collaborate with sales to set realistic budgets for capital projects, conduct thorough project audits, and maintain budget adherence.
• Vet project needs by directly interacting with Buckman personnel and customers, obtaining competitive vendor quotes, and adhering to standardized systems.
• Balance Buckman sales needs within project constraints, working with sales reps to explore alternatives and optimize project costs.
• Develop innovative solutions for complex or high-cost projects, leveraging supplier relationships and latest technology.
• Drive and support HCAS/CAS audits, risk assessments, and compliance with safety policies, working closely with IP mill safety teams.
• Provide safety oversight for 6S projects, BBS compliance, and annual safety audits alongside Buckman’s Director of Safety.
• Ensure safe installation and operation of over 200 applications across mills, managing chemical safety data (SDS), containment, and incident investigations.
• Work with Buckman’s Safety team to conduct root cause analyses, manage incident reporting, and track trends to proactively prevent future incidents.
• Maintain a repository of lessons learned from incident investigations and conduct safety training to close safety gaps.
  
  

Qualifications

• Education:
• B.S. in Chemical, Industrial, Mechanical, Electrical Engineering, Chemistry, Physics, or related technical field with 7 years of relevant experience; OR
• M.S. in the above fields with 5 years of relevant experience.
• Technical Skills and Experience:
• 7-9 years of experience, ideally with 3 years in the paper industry.
• Hands-on experience with digital applications, including troubleshooting and servicing smart products (gateways, sensors, transmitters).
• Experience in engineering and maintenance of industrial chemical feed systems (pumps, skids, PLCs).
• Proficient in industrial control systems (PLC, DCS) and networking protocols (TCP/IP, Serial, LoRaWAN).
• Experienced in creating technical documentation, user manuals, and support scripts.
• Knowledge in ensuring compliance with relevant engineering, safety, and regulatory standards.
• Safety and Financial Acumen:
• Financial acumen with budgetary experience managing capital projects.
• Safety certification or relevant experience is a plus.
  

LI-JT1