Field Service Manager – West Coast

Department: Service
Location: Reno, NV (West Coast Region)
Reports To: Director of Field Service
Status: Exempt
 

Lead. Serve. Elevate.

At Separators, Inc., we’re North America’s largest independent provider of high‑speed disc and decanter centrifuge service—and we’re growing. Our reputation is built on technical excellence, unmatched customer loyalty, and a relentless commitment to doing things the right way. We call this the Separators Way.

We’re looking for a Field Service Manager in the Reno, NV area who embodies that spirit—someone who leads by example, elevates technical teams, thrives on solving complex service challenges, and builds customer trust that lasts.

If you’re energized by coaching technicians, optimizing service operations, improving processes, and ensuring exceptional customer outcomes, this could be the perfect next step in your career.

What You’ll Do

Lead & Develop a High‑Performing Service Team

• Provide coaching, leadership, and performance management for West Coast field service technicians.
• Promote the highest standards of safety; investigate incidents and drive a proactive safety culture.
• Maintain regular touchpoints—minimum two check‑ins per month—with each technician.
• Conduct annual performance reviews and address gaps in performance or training.

Ensure Operational Excellence

• Oversee all field service activity—including maintenance, repairs, and on-site technical support.
• Validate that all service jobs are prepared in advance (correct parts, scheduling, BOM accuracy, customer communication).
• Ensure technicians are properly equipped with tools, PPE, uniforms, and documentation.
• Maintain and improve accurate machine BOMs.

Drive Training & Technical Capability

• Develop and sustain a structured training program for the service team.
• Ensure technicians are proficient on the most common centrifuge models.
• Maintain training records and ensure safety certifications and technical competencies are current.
• Provide hands‑on job-specific technical support when needed.

Collaborate Across the Business

• Partner with Service Scheduling to ensure efficient technician deployment and strong regional coverage.
• Work closely with Sales, Customer Success, and Operations to enhance customer experiences and drive repeat service business.
• Identify service performance trends and communicate insights to leadership.

Champion Customer Satisfaction

• Review service reports and ensure timely, accurate completion.
• Resolve warranty issues collaboratively with internal teams.
• Ensure after‑hours calls are addressed promptly as needed.
• Make a minimum of two customer/site visits monthly and support complex field projects.

Own Service Workflow & Compliance

• Ensure return of unused parts, timely expense reports, and high‑quality service documentation.
• Maintain adherence to company travel policy and departmental budget expectations.
• Continually improve SOPs and contribute to service department standardization.

Talent, Tools & Team Growth

• Support recruiting efforts by identifying high-potential talent.
• Build vendor/contractor relationships to support future operational needs.
• Serve as a working technician up to 25% of the time when required.

Key Performance Measures

• After-hours responsiveness (goal: 100% answered emergency calls)
• Customer satisfaction and reduction in order backlog
• Technician productivity and deployment efficiency
• Cost management and adherence to departmental budget
• Quality and consistency of service documentation and training

What You Bring

• High school diploma required; post-secondary technical or business training preferred
• 10+ years of centrifuge repair, maintenance, or operation experience
• Strong mechanical aptitude (welding/electrical basics a plus)
• Proven experience using hand tools and troubleshooting in field environments
• Strong communication skills and customer relationship capability
• Experience resolving conflict and coaching technical teams
• Continuous improvement mindset with strong problem‑solving ability
• Proficiency in O365; Microsoft Dynamics CRM experience preferred
• Ability to travel extensively
• Has availability for after‑hours, weekend, or emergency support when needed

Physical Requirements

The physical demands described below are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Field & Travel Requirements

• Ability to travel extensively throughout the West Coast region (up to 60%) by car or plane.
• Ability to stand, walk, and move across industrial facilities, shop floors, and customer sites for extended periods.
• Ability to bend, kneel, climb stairs/ladders, crouch, and maneuver around centrifuge equipment during inspections or training.
• Ability to lift, carry, push, or pull equipment, tools, or components weighing up to 50 lbs.
• Ability to work in environments with noise, vibration, lubricants, cleaning agents, or fluctuating temperatures.
• Ability to wear required PPE (safety glasses, gloves, steel‑toe boots, hearing protection, etc.).

Cognitive & Communication Requirements

• Ability to read and interpret manuals, service reports, schematics, and technical documentation.
• Ability to communicate clearly in person and remotely with customers, technicians, and internal teams.
• Ability to make sound decisions in fast-moving service situations.

ADA Statement

Separators, Inc. is an Equal Opportunity Employer. We comply with all applicable provisions of the Americans with Disabilities Act (ADA). Reasonable accommodations may be made to enable qualified individuals with disabilities to complete the application process and perform the essential functions of this position. Candidates needing accommodation may contact Human Resources for assistance.

• Health Insurance with Health Savings Account (if eligible)
• Dental/Vision Insurance
• Life/Disability Insurance
• 401(k) with employer match
• Paid Vacation/Sick Time
• Paid Holidays
• Employee Assistance Program
• Wellness Program

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