VP of Field Service and Implementation

October 12

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Daniels Health

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Reusable Sharps Containers • Healthcare Education • Clinical Safety Devices • Healthcare Waste Expertise • Infection Control Solutions

501 - 1000

Description

• Lead, mentor, and develop high-performing Field Service and Implementation teams that value proactivity and exceptional service • Drive organizational activities to accomplish measurable business improvements that enhance service standards, operational efficiency, and customer satisfaction • Oversee day-to-day field service operations to ensure optimal performance and service quality • Develop and manage the Field Service and Implementation budgets, ensuring effective allocation of resources and cost control to ensure financial targets are met and cost savings opportunities are identified • Act as the primary point of contact for escalated issues and ensure timely resolution • Develop and implement risk management strategies and contingency plans associated with Field Service and Implementation operations • Collaborate with the Sales and Operations to support the national growth and account management strategy • Manage any employee relations matters as necessary including but not limited to employee altercations, timekeeping issues, policy violations, etc. • Oversee service schedules and ensure everything is in accordance with existing customer needs and team availability • Identify and implement process improvements to enhance efficiency, reduce costs, and improve service quality • Ensure consistent training for all Field Service staff is provided nation-wide • Facilitate routine check-ins with customer staff to ensure exceptional service. Intervene to resolve any issues for any identified problems at the facility or site level • Monitor customer stock and perform ward walks and site assessments as needed to ensure optimal functioning at site level • Is readily available for servicing emergencies • Support the development and refinement to Customer Implementation pre-planning processes • Develop strategies to efficiently address the peaks and valleys or Customer Implementation staffing requirements • Assist with Customer Installs as needed

Requirements

• 10+ years of experience in service operations, with at least 5 years in a senior leadership role (healthcare industry advantageous) • Proven track record of driving operational excellence and customer satisfaction. • Self-motivated, self-directed, problem solver with superior communication and interpersonal skills • Excellent strategic thinking and commercial aptitude • Ability to manage budgets and financial performance • Ability to see the big picture as well as the details (being a hands-on strategic leader) • Dedication to support the team in working weekends and holidays when necessary • Ability to multi-task and perform under pressure in a fast-paced (but fun) environment • Exceptional ability to establish and maintain relationships with internal staff, customers and third-parties