Summary
The job is for a Vice President of Field Service & Implementation at Daniels Health, responsible for optimizing field service operations across hospitals, leading teams, developing strategic initiatives, managing budgets, and ensuring customer satisfaction. The role requires 10+ years of experience in service operations, with at least 5 years in a senior leadership role (preferably in the healthcare industry).
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
Responsibilities
- Lead, mentor, and develop high-performing Field Service and Implementation teams
- 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
- 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 employee relations matters as necessary
- 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
- Monitor customer stock and perform ward walks and site assessments as needed
- 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
Preferred Qualifications
- Physical Requirements: Lift containers weighing up to 40 lbs., push/pull wheeled transporters and/or palletized product up to approximately 300 lbs., occasionally travel up and down staircases, walk two or more miles per day, stand for extended periods of time, work in and around hospital personnel, sensitive medical equipment, and patients
- Other Requirements: This position requires regular travel to various hospital locations. Must be willing to travel between 1-3 hours daily and on occasion 5+ hours depending on support needs
Benefits
$120,000 - $190,000 a year base salary
