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Field Service Team Manager

United States, Plymouth Employment contract 60000.00 - 100000.00 USD / Year · Job Posted May 19, 2026
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Job Description

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 Responsibility

  • 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

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
  • 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

Nice to have

  • 5+ years in industrial field service (installation, commissioning, troubleshooting)
  • SAP experience
  • Experience with food processing equipment (e.g., pasta, grain, milling, mixing, conveying, thermal, or sorting systems)

What we offer

  • Vacation and sick time entitlement
  • Enjoy at least 15 days of vacation and 80 sick hours for your recovery and health
  • Retirement plan with generous company contribution
  • Take advantage of our 401(k) retirement plan with a 6% company contribution for long-term retirement savings
  • Comprehensive healthcare
  • Enjoy great benefits with dental, vision and life insurance for your health and security
  • Protection in the event of disability
  • Protect yourself against unexpected life events with our short and long-term disability insurance
  • Great and dynamic work environment
  • Work in a great and dynamic environment that fosters growth and innovation
  • Health insurance with health savings account
  • Benefit from comprehensive health insurance including a savings account for medical expenses

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