Field Service Team Manager

About the 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.

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
• Care for 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

Requirements

• 5+ years in people leadership or technical lead capacity is required
• 5+ years in industrial field service (installation, commissioning, troubleshooting) is preferred
• Strong mechanical and industrial knowledge
• Demonstrated customer facing communication skills and conflict resolution
• Prior leadership/management role
• 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

Qualifications

• 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

Skills

• Leadership
• Technical Proficiency
• Communication
• Problem Solving
• Teamwork
• Project Management

Benefits

• Flexible work arrangements
• Professional development opportunities
• Competitive compensation package
• Health and wellness programs
• Employee recognition and rewards

Pay

Salary range: $70,000 - $100,000 annually, commensurate with experience.

Schedule

Full-time position, Monday through Friday, with some evening and weekend work as needed.