Customer service supervisor jobs in Reno, NV

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 are a. Job Summa ry: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 satisfacti on. The Separators Way:Passionate about the success of our customers and our busin ess.Empowered with high expectations to deliver consistent excellence to our customers, remembering that our customers are both external and inter nal.Committed to “rowing the same direction”, working as a team first to deliver consistent results as individu als.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 gri tty.Processes and tools that assist the team by providing the guidance and information needed to positively impact the busin ess.Doing everything the “right way” by adhering to our core values of Customer Ser vi ce, Continuous Improvement, Mutual Respect, Integr ity, and T r ust. Job Responsibili ties:Ensure the highest safety practices are employed. Investigate all safety issues and near misses and adjust safety practices accordi ngly.Monitor and provide team and/or individual feedback to Key Performance Indica tors.Implement and monitor necessary processes to ensure service jobs and BOM's are prepared in adv ance:Parts shipped to and received at the customer plant in time for scheduled se rvice Customer is contacted in advance by the service technician doing th e 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.Trai ning:Develop, implement and maintain a routine training program for the depart ment.Ensure each service technician is properly trained on the most common separator brand and m odel.Ensure service manuals are available and accessible to all service technic ians.Maintain training records and ensure training is provided to fill gaps.Ensure all safety training is implemented and docume nted.As needed, provide job specific technical and training support to the service technic ians.Manage all warranty disputes with the customer and the appropriate internal parties to best retain customers and maximize return on sales for the com pany.Coordinate with field service scheduler monitoring that all jobs are properly scheduled, maintaining productivity and regional cove rage.Collaborate with other departments as needed for projects and support. Communicate with service technicians during project implementation maintaining control of pre and post work activ ities 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 bac klog.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 man ager.When appropriate, ensure that after-hours calls are addre ssed.Make a minimum of two (2) site visits per month. Maintain onsite presence for complex proj ects.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 mon thly.Conduct performance reviews for each team member of the service team. Proactively address performance gaps.Create, review and improve department Standard Operating Proced ures.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 appropr iate.Assist in recruiting new team members by opportunistically looking for talent and engaging with human resources on staffing activ ities Approve team members payroll and expense reports verifying accuracy of time punches, expenses and timely submittal as approp riate Monitor the team's adherence to the company travel po licy.Be prepared to take on new operational responsibilities as business needs ch ange.Build relationships with vendors and contractors for possible future operational requirem ents.Acting in a technician capacity, performing billable work, up to 25% of time.Other duties and tasks as assi gned. Key Performance Mea sures:Work toward achieving 100% answered after hours emergency calls for the servic e team In conjunction with the Customer Success Group, work toward minimizing order b acklog Monitor departmental costs, ensuring that all costs are minimized, remembering that satisfying our customers is our primar y goal Requirements and Qualific ations:High school Diploma r equired Post high school technical/business school not required, but pr eferred10+ years of centrifuge repair, maintenance and or operating exp erience Strong mechanical aptitude; basic welding and electrical kn owledge Extensive experience with han d tools Strong organizational and problem-solving skills for future operational chal lenges.Ability to manage customer interactions and expectations effectively influencing customer satisfaction to develop long-term relati onships Excellent written and verbal communication skills Experience with conflict res olution Strong continuous improvement and collaboration mindset Proficient at O365 applications. Experience with Microsoft Dynamics CRM pr eferred Ability to travel exte nsively 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 ava ilable. Job TypeFull Time; Exempt (Salary) BenefitsHealth Insurance with Health Savings Account (if eligible) Dental/Vision InsuranceLife/Disability Insurance 401(k) with emplo yer match Paid Vacation/ Sick TimePaid HolidaysEmployee Assistanc e ProgramWellnes s Program