S

Field Service Manager - West Coast

icon building Company : Separators
icon briefcase Job Type : Full Time
icon geo-alt Reno, Nv

Job Description - 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.

Job Summary:
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.

The Separators Way:
  • 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.

Job Responsibilities:
  • 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 pre and post work activities
  • Implement and actively monitor a process to ensure unused service parts are returned promptly, expense reports are completed timely, and service reports are completed accurately and timely toward the goal of meeting customer expectations and minimizing order backlog.
  • Review all service reports.  Identify opportunities for improved service and customer processes concerns or improvements.  Address these specific concerns with the service tech, VP of sales, VP of Ops and/or customer as appropriate.  Forward and discuss opportunities to the appropriate department manager.
  • When appropriate, ensure that after-hours calls are addressed.
  • Make a minimum of two (2) site visits per month. Maintain onsite presence for complex projects.
  • As needed, work directly with each of the service technicians at a customer location to ensure compliance with internal/customer requirements, evaluate performance, provide coaching, training and feedback on their performance.  Establish a minimum of two (2) check-ins with direct reports monthly.
  • Conduct performance reviews for each team member of the service team. Proactively address performance gaps.
  • Create, review and improve department Standard Operating Procedures.
  • As opportunities arise, work with the sales team to solicit new and repeat customer service work.  Review historical service data looking for trends that should be discussed with the VP of Ops, VP of Sales or President. Coach team members on technical issues as appropriate.
  • Assist in recruiting new team members by opportunistically looking for talent and engaging with human resources on staffing activities
  • Approve team members payroll and expense reports verifying accuracy of time punches, expenses and timely submittal as appropriate
  • Monitor the team's adherence to the company travel policy.
  • Be prepared to take on new operational responsibilities as business needs change.
  • Build relationships with vendors and contractors for possible future operational requirements.
  • Acting in a technician capacity, performing billable work, up to 25% of time.
  • Other duties and tasks as assigned.

Key Performance Measures:
  • Work toward achieving 100% answered after hours emergency calls for the service team
  • In conjunction with the Customer Success Group, work toward minimizing order backlog
  • Monitor departmental costs, ensuring that all costs are minimized, remembering that satisfying our customers is our primary goal

Requirements and Qualifications:
  • High school Diploma required
  • Post high school technical/business school not required, but preferred
  • 10+ years of centrifuge repair, maintenance and or operating experience
  • Strong mechanical aptitude; basic welding and electrical knowledge
  • Extensive experience with hand tools
  • Strong organizational and problem-solving skills for future operational challenges.
  • Ability to manage customer interactions and expectations effectively influencing customer satisfaction to develop long-term relationships
  • Excellent written and verbal communication skills
  • Experience with conflict resolution
  • Strong continuous improvement and collaboration mindset
  • Proficient at O365 applications.  Experience with Microsoft Dynamics CRM preferred
  • Ability to travel extensively
  • Physical ability to safely perform labor and travel
  • Being available after hours, weekend and holidays for emergency work, or perform work if no technicians are available.

Job Type
  • Full Time; Exempt (Salary)

Benefits
  • 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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