Field Service Manager

About the position

We are seeking an enthusiastic, customer service focused Field Service Manager to help support our team throughout Illinois, Missouri, and Iowa. As an FSM you will be responsible for providing exceptional service to a regional group of hospital accounts by managing Field Service Technicians and coordinating with the Plant Manager and Delivery Route Drivers. THIS IS NOT A SALES OR ENGINEERING ROLE.

Responsibilities

• Partner with sales staff to survey and determine needs in terms of labor and product for existing accounts and potential new accounts.
• Coordinate and conduct in-service for relevant hospital staff. Collect, collate, summarize, and review Trial data with Regional Operations Director prior to submitting to client.
• Direct and manage all aspects of installation processes (Ward Walks, Physical installation, reporting, Techsmart, service, ordering and inventory levels, etc.)
• Train and insure proper use of Daniels products with customers, FST's and other as assigned.
• Insure that the customer understands the reports generated via to utilization of the Techsmart Device and works to insure that the techs are utilizing the devices properly.
• Determine proper product uses, which includes ordering and maintaining appropriate inventory levels of product.
• Interface with all relevant facility department heads to develop a customer driven service schedule.
• Develop positive relations with facility staff to provide ongoing monitoring of service level and assess customer needs and satisfaction. Attend all mandatory facility meetings to ensure compliance with hospital standards and effectively communicate the Daniels Sharpsmart program.
• Ensure on time pick up of scheduled full collectors.
• Review service schedule on a periodic basis to determine if customer expectations are being fulfilled. Engage in periodic ward walks and account audits and provide for on-going in-services to hospital staff.
• Coordinate product delivery, develop par levels, and maintain appropriate inventory for successful completion of service schedules. Monitor labor hours and overtime hours on a regular basis.
• Interview, hire, train, and evaluate Service Technicians to perform duties for new and existing accounts. This includes ensuring all required paperwork and equipment needs are provided to, or outlined to staff.
• Provide for on-going safety training, review of hospital protocols and procedures. Educate staff regarding regulatory requirements for all appropriate government agencies.
• Establish labor hours by developing and performing periodic monitoring and review of service schedules. Monitor and maintain accounts within established budgetary guidelines.
• Ensure payroll is done accurately and submitted in a timely fashion. Maintain training, attendance and vacation records. Develop a relief program to provide for vacation relief as well as emergency substitution, and or, be able to perform service staff duties as needed.
• Resolve any issues or conflicts with staff, and or, be able to administer progressive disciplinary action if required.
• Provides that all ongoing service needs are met with a sense of urgency and professionalism while maintaining the highest safety, quality and cost efficiencies.
• Communicate on an ongoing basis any feedback from hospital staff to Regional Operations Director and Sales Management to allow for continuous improvement.
• Conduct regular quality audits on all assets which include, but not limited to: sharps containers, transporters and internal delivery apparatus.

Requirements

• 4 year degree or equivalent experience.
• Minimum 5 years proven leadership experience in service related industry; hospital services or related industry experience highly desirable.
• Excellent verbal and written communications skills to develop and maintain positive relationships with clients.
• Outstanding project management skills to oversee complex installations and meet cost and time requirements.
• Solid people management skills needed to hire, develop and lead direct reports.
• Excellent customer service and problem solving skills to understand and follow through on resolution of needs of multiple accounts/clients.
• Solid understanding of service-related financial drivers/KPIs and experience managing budgets and profit/loss.
• Excellent organizational skills and attention to detail in order to maintain all regulatory and client care records at 100% accuracy.
• Experience hiring, training and leading direct reports a definite plus.
• Sense of urgency to deliver on results and resolve issues quickly.
• Willingness and ability to travel 50-60%; most travel is local involving day trips or overnight stays.