Field Service Manager - West Coast

Field Service Manager – West Coast

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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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

The…