Field Service Manager - West Coast

Company Overview:

Separators is North America’s leading independent provider specializing in the service, repair, and remanufacturing of Alfa Laval, Tetra Pak and Westfalia centrifuge equipment. We have various offerings, from service and parts to automation technology and consulting, but above all else, Separators is a service company.

• We serve the needs of our customers and focus on keeping their facilities and their equipment running at optimal levels.
• We serve our employees by providing the resources and support they need to not only complete their job but to be successful in their work.

Throughout Separators there is a commitment to teamwork, which does not always mean working together, but it does mean working in the same direction. As we continue to grow as a company and work with more client, we’re on the lookout for individuals to join our team in the Reno, NV area.

The Field Service Manager plays a vital role in demonstrating the characteristic of the “Separators Way” by leading the services and solution operations of the field service department in the West Coast region of the U.S. This position,
preferably based out of Reno, NV
, is directly responsible for assigned field service team personnel and involves overseeing the maintenance and repair of systems, coordinating technical, operational and field service teams to ensure high levels of client satisfaction and operational excellence.

The Field Service Manager contributes to identifying continuous improvements opportunities, enhancing the field service department through strategic planning, supporting company objectives, maintaining high service performance and ensuring customer service satisfaction.

• Passionate about the success of our customers and our business.
• Empowered with high expectations to deliver consistent excellence to our customers, remembering that our customers are both external and internal.
• Committed to “rowing the same direction”, working as a team first to deliver consistent results as individuals.
• A willingness to consistently work hard
  , tenacious enough to overcome obstacles and a curiosity to solve problems to make the business better.
  Willing to fail and try again
  . Be gritty.
• Processes and tools that assist the team by providing the guidance and information needed to positively impact the business.
• Doing everything the “right way” by adhering to our core values of Customer Service
  , Continuous Improvement, Mutual Respect, Integrity and Trust
  .

• Ensure the highest safety practices are employed. Investigate all safety issues and near misses and adjust safety practices accordingly.
• Monitor and provide team and/or individual feedback to Key Performance Indicators.
• Implement and monitor necessary processes to ensure service jobs and BOM’s are prepared in advance:
  • Parts shipped to and received at the customer plant in time for scheduled service
  • Customer is contacted in advance by the service technician doing the job
  • Ensure service technician expertise is appropriate for client needs
  • Ensure service technicians are fully supplied with provisions including clothing, PPE, tools, electronics, etc.
  • Ensure all Bill of Material (BOM) for machines is accurate and up to date.
• Training:
  • Develop, implement and maintain a routine training program for the department.
  • Ensure each service technician is properly trained on the most common separator brand and model.
  • Ensure service manuals are available and accessible to all service technicians.
  • Maintain training records and ensure training is provided to fill gaps.
  • Ensure all safety training is implemented and documented.
  • As needed, provide job specific technical and training support to the service technicians.
• Manage all warranty disputes with the customer and the appropriate internal parties to best retain customers and maximize return on sales for the company.
• Coordinate with field service scheduler monitoring that all jobs are properly scheduled, maintaining productivity and regional coverage.
• Collaborate with other departments as needed for projects and support. Communicate with service technicians during project implementation maintaining control of…