Responsible for overseeing field service operations, managing teams, improving service delivery, and implementing strategic initiatives to enhance customer satisfaction in healthcare settings.
Role Overview
We are excited to announce that we are opening our doors for a Vice President of Field Service & Implementation to join our Daniels Health team. This newly created opportunity will be responsible for overseeing and optimizing field service operations across a network of hospitals - ensuring the highest level of service delivery, operational efficiency, and customer satisfaction. This role will also be responsible for supporting the Implementation team – ensuring the first-class delivery of multiple, simultaneous customer installations of our products and services. The incumbent will utilize their commercial aptitude to develop and implement strategic initiatives that will drive continuous improvement, cost efficiencies whilst fostering a culture of proactive excellence and innovation.
What you will do
· 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
Candidate Profile
Skills / Qualifications
· 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
Special Requirements
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
· Walking of two (2) or more miles per day
· Standing 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.
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