[Hiring] Regional Field Service Manager @Daniels Health

Role Description

We are seeking an enthusiastic, customer service focused Regional Field Service Manager to help support our team throughout our Western territory. As an NFSM 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.

• 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 ensure proper use of Daniels products with customers, FST’s and others as assigned.
• Ensure that the customer understands the reports generated via utilization of the Techsmart Device and works to ensure 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 ongoing 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.
• Provide for ongoing 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.
• Provide 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 are not limited to: sharps containers, transporters and internal delivery apparatus.

Qualifications

• 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 30-50%; most travel is local involving day trips or overnight stays.

Physical Requirements

• 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 walk two (2) or more miles per day.
• Sit for extended periods of time.
• Occasionally work in and around hospital personnel, sensitive medical equipment, and patients.
• Occasionally work in an outdoor environment.

Company Description

We are a healthcare service company providing safety systems and medical waste collection for hospitals, medical centers, surgical centers, nursing homes and an array of customers within the healthcare setting. Our focus is delivering quality and safety-focused medical waste management services that reduce needlestick injuries, positively impact infection control and reduce environmental burden.

Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Daniels Health & Sharpsmart prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Daniels Health conducts background checks and drug testing as part of the post-offer hiring process. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.