Field Service Team Manager

Summary

Job Responsibilities

• Recruit, onboard, develop, and performance-manage Field Service Engineers (FSEs) using clear goals, IDPs, the Skills Matrix, and SuccessFactors/EPM+.


• Upskill FSEs in mechanical/electronic competencies, market needs, documentation quality, customer communication, and professional reporting; conduct post‑job reviews.


• Foster a safety‑first, continuous improvement culture aligned with Bühler values, enforcing all EHS/OSHA/LOTO standards and ensuring timely training and incident reporting.


• Maintain deep technical curiosity and build strong working knowledge of the Bühler product portfolio, equipment, and processes.


• Plan, assign, and optimize field resources to meet customer timelines, commissioning milestones, repairs, overhauls, and preventive maintenance schedules.


• Review job scopes, confirm tool/parts readiness, and monitor job progress while managing escalations and complex troubleshooting with BU, Engineering, Quality, and Remote Support.


• Ensure timely, professional communication with all internal and external stakeholders, taking full ownership of customer requests and escalations through closure.


• Coordinate service support for project managers and ensure proper costing, accurate quotations, and timely approval of timesheets/expenses.


• Manage team utilization, schedule adherence, warranty cost control, and travel/expense discipline aligned with financial goals.


• Drive first‑time‑fix rates, job quality, KPI achievement, and identification of service sales opportunities (upgrades, PM contracts, training, parts).


• Leverage SAP, SuccessFactors, CAQ, CRM, and reporting tools to guide decisions, recommend improvements, and support SQCDP/continuous improvement efforts.

Qualifications

• 5+ years in industrial field service (installation, commissioning, troubleshooting) with 1–3 years in people leadership or technical lead capacity.


• Strong mechanical and industrial knowledge


• Demonstrated customer facing communication skills and conflict resolution.


• Prior leadership/management role.


• Coaching skills


• Formal leadership training


• Microsoft Office is required


• SAP experience is preferred


• Experience with food processing equipment (e.g., pasta, grain, milling, mixing, conveying, thermal, or sorting systems) is preferred.


• Ownership & Judgment: Prioritizes safety and quality; makes data backed decisions under time pressure.


• Coaching Mindset: Develops talent through feedback, on the job training, and structured learning paths.


• Customer Centricity: Anticipates needs; communicates proactively; manages expectations.


• Collaboration: Works across Product Lines, Engineering, Quality, and Sales to solve problems.


• Continuous Improvement: Challenges the status quo; standardizes and shares best practices.