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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