Team Manager, Service Operations
This role is responsible for leading and optimizing customer service operations, including field service engineering, service performance management and customer-centric service execution. This role will oversee service teams, improve operation efficiency, manage key service KPIs, and support the growth of service-related business areas such as field service, spare parts, workshops, service contracts and technical advisory services.
- Lead and manage the field service engineer team, ensuring effective resource allocation and operational efficiency.
- Develop and implement customer service workforce strategies, including recruitment, development, deployment, and capability building.
- Standardize and improve service operation processes to enhance execution quality and consistency.
- Support service sales activities by identifying customer needs and business opportunities.
- Manage and improve key customer service KPIs, including service cost, engineer utilization, productivity, and operational performance.
- Drive profitability through effective management of service, workshop, and spare parts business operations.
- Manage and prioritize the service product portfolio based on business needs, customer value, and growth potential.
- Develop and execute mid-to-long-term growth strategies for the customer service business.
- Analyze customer service operation needs and develop growth plans for areas such as parts, field service, service contracts, and technical advisory services.
- Lead customer communication during project execution and service delivery.
- Collect and analyze customer feedback to identify service improvement opportunities and new business potential.
- Collaborate with executive management and cross-functional stakeholders to make effective operational and business decisions.
- Minimum 3 years of experience managing a plant, facility, or field service organization
- Understanding of engineering, mechanical systems or facility service operation.
- Experience in service business operation s and P&L management
- Proven leadership experience managing field service engineers or technical service teams
- Experience in performance management and business operation within a service or technology-based organization.
- Proven track record of delivering results with strong ownership, responsibility, and execution capability
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Creating impact together at Bühler!
Two billion people eat food every day that was produced with Bühler equipment. One billion people drive vehicles whose parts were manufactured with our machines.
Bühler aims to balance humanity, nature, and the economy in every decision as it develops solutions that unlock sustainable business opportunities in the global food, feed, and mobility industries.
We strive to create innovations for a better world, with a special focus on healthy, safe, and sustainable solutions. Therefore, we team up with customers, start-ups, multinationals, and academia to accelerate impact together.