Field Service Manager - Bühler Denmark A/S
Our client
Every day, billions of people come into contact with Bühler technologies to cover their basic needs for food and mobility. We strive for innovations for a better world, focusing on healthy, safe, and sustainable solutions. We contribute significantly to feeding the world’s population while focusing on food security and safety. Our solutions and technologies enable efficient and clean mobility.
As a leading technology group, Bühler invests up to 5% of its yearly turnover in research and development. In 2022, around 12,700 employees in over 140 countries generated a turnover of CHF 3.0 billion. As a globally active Swiss family-owned company, we are committed to sustainability. We want our customers to be successful. We want every human being to have access to healthy food. We want to protect the climate with energy-efficient cars, buildings, and machinery.
SAS Nordic
Bühler Denmark A/S is based in Copenhagen (Skovlunde) and employs around 200 people.
The Service And Sales for the Nordic countries (SAS Nordics) are part of Bühler Denmark A/S.
To strengthen our field service organisation, we are seeking a strong administrator who can coordinate tasks, support our technicians, and keep operations running smoothly across the Nordic region.
Bühler is expanding its service market and will strategically develop this area in the coming years. We hope our new Field Service Team Lead can contribute with ideas for the right setup and how to grow and strengthen the area. We will invest in competencies, and the role will gain additional field service resources as the organisation expands. The person we hire now will have the opportunity to grow alongside this development and take a leading role.
The Field Service Team Lead reports to the Head of Service Operations for SAS Nordics.
About the Role
As a Field Service Team Lead, you are responsible for coordinating and planning field service activities for 3–5 field service engineers across the Nordic region within a highly cross-functional, international matrix organization.
The role includes scheduling, follow-up, and coordinating communication among customers, sales, technical teams, and European entities across multiple installation and service cases. You ensure field service engineers have the required spare parts, documentation, and safety standards in place while supporting training, development, and team follow-up.
A key part of the role is managing the incoming requests, mainly in the shared service mailbox, where most customer inquiries are received. Based on these inquiries, you ensure efficient prioritization, coordination, and follow-up with sales, technical teams, global specialists, and field service engineers to secure timely execution and customer support.
You plan and prioritize daily service activities and maintain an overview of work order to support efficient operations, profitability, and customer satisfaction.
Travel activity is limited and mainly related to customer meetings, technician evaluations, and larger planned site activities.
As the area grows, you should be motivated by the opportunity to grow the team as we develop the Field Service organisation.
Responsibilities & Key Tasks
Field Service:
- Coordinate and support a team of field service engineers, working remotely across Nordics.
- Manage the entire field service chain from inquiry via quotation and order to execution and invoicing.
- Interact with customers to address inquiries, resolve conflicts, and dispatch service requests.
- Calculate and manage the field service budget, analyze and optimize the utilization of field service engineers to ensure high productivity.
- Ensure compliance with EHS standards and regulations to maintain a safe working environment for the field service team.
- Support internal stakeholders (e.g., sales department) with technical and field service operations knowledge and act as a liaison between field service engineers and the back-office team, ensuring efficient and clear communication.
- Ensure the development and upskill of field service engineers based on current and future market requirements.
Service Agreements:
- Oversee the execution of agreements in terms of profitability and risk, and run periodical performance reviews with customers.
- Take overall ownership from quotation to the assigned service agreements to fulfil obligations towards full customer satisfaction.
- Collaborate closely with local Sales and Operations teams to update relevant stakeholders regarding upselling possibilities, renewal dates, etc., as well as develop service agreement concepts and quotations.
Candidate Profile – Background & Qualifications
- Relevant technical understanding obtained through practical experience or education.
- Strong coordination, skills, structure, and planning and management skills to support a team of technicians and foster team spirit.
- Strong communication and stakeholder management skills, including the ability to handle challenging situations constructively and stay calm under pressure.
- Customer-centric mindset with strong execution and delivery focus.
- Comfortable making decisions when needed to avoid unnecessary delays and ensure customer satisfaction.
- Understanding of safety regulations and practices relevant to field service operations.
- Experience working with different parts of a customer’s organization, including operations and maintenance teams.
- Experience working in an internal matrix organization across different organizational levels.
- Nice to have: Experience with contract management, ideally also budgeting, and reporting.
- Strong decision-making and problem-solving skills.
- Understanding cultural differences across the Nordic countries.
- Fluent in one Scandinavian language and English.
Why you should join the Bühler Group
- Influence on the development of field service management and your role.
- Enjoy flexible working hours with the autonomy to structure your day.
- Be part of the SAS Nordics team within a strong international network.
- Collaborating with dedicated and supportive colleagues.
- Get in touch with the Bühler spirit.
For further information:
Contact:
Partner, Anne Borgen, mail: anne@peoplement.dk or by phone +45 6169 0101
You can apply for the position using this link.
About Peoplement
Peoplement offers executive search and recruitment of executives, senior managers and key specialists within general management, sales, digital, marketing, finance, supply chain & operations, HR and IT.
Peoplement Denmark is the exclusive representative of AltoPartners, a leading international alliance of retained boutique entrepreneurial executive search and leadership consulting firms.
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