Field Service Manager - West Coast

Field Service Manager – West CoastDepartment: ServiceLocation: Reno, NV (West Coast Region)Reports To: Director of Field ServiceStatus: ExemptLead. Serve. ElevateAt 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 DoLead & Develop a High-Performing Service TeamProvide 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 ExcellenceOversee 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 CapabilityDevelop 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 BusinessPartner 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 SatisfactionReview 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 & ComplianceEnsure 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 GrowthSupport 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 MeasuresAfter-hours responsiveness (goal: 100% answered emergency calls)Customer satisfaction and reduction in order backlogTechnician productivity and deployment efficiencyCost management and adherence to departmental budgetQuality and consistency of service documentation and trainingWhat You BringHigh school diploma required; post-secondary technical or business training preferred10+ years of centrifuge repair, maintenance, or operation experience preferredStrong mechanical aptitude (welding/electrical basics a plus)Proven experience using hand tools and troubleshooting in field environmentsStrong communication skills and customer relationship capabilityExperience resolving conflict and coaching technical teamsContinuous improvement mindset with strong problem-solving abilityProficiency in O365; Microsoft Dynamics CRM experience preferredAbility to travel extensivelyHas availability for after-hours, weekend, or emergency support when neededPhysical RequirementsThe 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 RequirementsAbility 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 RequirementsAbility 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 StatementSeparators, 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.BenefitsHealth Insurance with Health Savings Account (if eligible)Dental/Vision InsuranceLife/Disability Insurance401(k) with employer matchPaid Vacation/Sick TimePaid HolidaysEmployee Assistance ProgramWellness Program