VP of Field Service and Implementation

Description:
• 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

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

Benefits:

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