Field Service Team Manager

Summary In this role you will lead and support a regional team of field service professionals who install, maintain, and troubleshoot customer equipment.

Your focus is on helping your team work safely, deliver high‐quality results, and create a great experience for customers from start to finish.

You’ll set clear expectations, coach team members, and ensure service work is completed efficiently and profitably.

You’ll partner closely with customers to understand their needs, resolve issues quickly, and ensure every project meets company quality and safety standards.

Ultimately, you are responsible for the success of all field service activities within your assigned business area, while building a skilled, motivated, and customer‐focused team.

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.

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.