This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12435169 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 heeled 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.

\$120,000 - \$190,000 a year

The pay range for this position is \$120,000 to \$190,000 base salary. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations