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 Manager 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 Manager reports to the Head of Service Operations for SAS Nordics.
About the Role
As the Field Service Manager, you ensure efficient, high-quality delivery of maintenance services at customer sites. You are the first point of contact for customers, plan and prioritize field service activities, coordinate with global specialists, and manage the full workflow from daily scheduling to the execution and renewal of service agreements, supported by a technical team. You maintain an overview of work orders, costs, risks, and margins to ensure solid planning, profitability, and customer satisfaction. Part of your role is also to drive the quotation and service agreement process together with sales.
The role includes close dialogue with customers on planning, operations, and ongoing projects, and you act as a key link between sales, service, and technical teams to secure smooth communication.
You lead a team of three skilled field service professionals across the Nordic countries, ensuring they have the spare parts, documentation, and safety standards needed to work effectively. You follow their development and training, conduct evaluations, and support their motivation and well-being.
Travel activity is relatively low and mainly related to customer meetings, technician evaluations, and site visits during major planned activities.
Responsibilities & Key Tasks
Field Service:
- Lead and supervise a team of field service engineers, fostering a collaborative and productive environment and ensuring the development and upskill of field service engineers based on current and future market requirements.
- Manage the entire field service chain from enquiry 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.
Service Agreements:
- Take overall ownership from quotation to the assigned service agreements to fulfil obligations towards full customer satisfaction.
- Oversee the execution of agreements in terms of profitability and risk, and run periodical performance reviews with customers.
- Act as the single point of contact for customers, coordinating internal resources to deliver optimal performance during the agreement period.
- Identify and develop additional business opportunities.
- 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.
- General understanding of machinery and plants in the manufacturing or process industry to help understand the customer’s overall challenges.
- Strong administrative skills, coordination, structure, and planning skills, as well as team management abilities, with the capacity 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.
- Experience with contract management and budgeting and reporting.
- Strong decision-making and problem-solving skills.
- Understanding cultural differences across the Nordic countries, including awareness of Scandinavian dialects.
- 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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