Regional Field Service Manager
We are seeking an enthusiastic, customer service focused Regional Field Service Manager to help support our team throughout Michigan and Ohio. As a Regional Field Service Manager you will be responsible for providing exceptional service to a regional group of hospital accounts by managing a team of Field Service Supervisors, Field Service Representatives and coordinating with the Plant Manager and Delivery Route Drivers.
- 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.
- Occasionally lift containers weighing up to 40 lbs.;
- Occasionally push/pull wheeled transporters and/or palletized product up to approximately 500 lbs;
- Occasionally travel up and down staircases;
- Occasionally walking of two (2) or more miles per day;
- Sitting for extended periods of time;
- Occasionally work in and around hospital personnel, sensitive medical equipment, and patients.
- Occasionally work in an outdoor environment.
- 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.
Average salary estimate
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Join our exceptional team as a Regional Field Service Manager, where your leadership and customer service skills will shine in supporting a network of hospital accounts across Michigan and Ohio. This role is pivotal as you manage a team of Field Service Supervisors and Representatives, ensuring that our products are effectively utilized and that our clients receive outstanding service. You will be collaborating with various departments, conducting necessary training sessions, and overseeing installation processes to maintain optimal service levels. Your responsibilities will encompass everything from coordinating logistics with the Plant Manager and Delivery Route Drivers to ensuring that inventory levels are maintained appropriately. By developing positive relationships with hospital staff and attending mandatory facility meetings, you'll be at the forefront of enhancing the Daniels Sharpsmart program and ensuring compliance with hospital standards. The role also requires you to conduct audits, manage payroll, and provide ongoing safety training, all while keeping a keen eye on service performance metrics. With a background in leadership within the service industry, excellent communication skills, and a passion for customer satisfaction, you'll play a vital role in driving our success. Are you ready to make a significant impact in the healthcare sector? Embrace this opportunity with us at Daniels Sharpsmart and help redefine service excellence in hospital environments.
Daniels Health is a company that offers biomedical waste management solutions, focusing on safety and sustainability. They have operations worldwide and is widely regarded as a leader of innovation in the medical waste space.
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