Field Service Manager

Daniels Health; City of Rochester (NY); Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

An established industry player is looking for a dedicated Field Service Manager to lead their team in Upstate New York and Eastern Pennsylvania. This role focuses on providing exceptional service to hospital accounts by managing technicians and ensuring compliance with service standards. The ideal candidate will have strong leadership and project management skills, along with a commitment to customer satisfaction. If you are passionate about service excellence and thrive in a dynamic environment, this is the perfect opportunity for you to make a significant impact.

Qualifikationen

• Minimum 5 years of leadership in a service-related industry.
• Strong project management skills for complex installations.
• Experience in hiring, training, and leading staff is a plus.

Aufgaben

• Manage Field Service Technicians and coordinate with hospital staff.
• Ensure customer satisfaction and compliance with service levels.
• Conduct regular audits and provide ongoing training.

Kenntnisse

Leadership

Customer Service

Project Management

Communication

Problem Solving

Organizational Skills

Ausbildung

4-year degree or equivalent experience

Jobbeschreibung

3 days ago Be among the first 25 applicants

We are seeking an enthusiastic, customer service-focused Field Service Manager to support our team throughout Upstate New York and Eastern Pennsylvania. 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

1. Partner with sales staff to survey and determine needs in terms of labor and product for existing and potential new accounts.
2. Coordinate and conduct in-service for relevant hospital staff. Collect, collate, summarize, and review trial data with the Regional Operations Director prior to submitting to the client.
3. Manage all aspects of installation processes including ward walks, physical installation, reporting, Techsmart, service, ordering, and inventory levels.
4. Train and ensure proper use of Daniels products with customers, FSTs, and other staff as assigned.
5. Ensure customer understanding of reports generated via the Techsmart Device and proper utilization by technicians.
6. Determine proper product uses, including ordering and maintaining appropriate inventory levels.
7. Interface with relevant facility department heads to develop a customer-driven service schedule.
8. Develop positive relations with facility staff to monitor service levels, assess needs, and ensure customer satisfaction. Attend all mandatory hospital meetings to ensure compliance and communicate the Daniels Sharpsmart program.
9. Ensure timely pickup of scheduled full collectors.
10. Review service schedules periodically to ensure customer expectations are met. Conduct ward walks and account audits, and provide ongoing in-services to hospital staff.
11. Coordinate product delivery, develop par levels, and maintain inventory for successful service schedule completion. Monitor labor and overtime hours regularly.
12. Hire, train, and evaluate Service Technicians, ensuring all paperwork and equipment needs are met.
13. Provide ongoing safety training, review hospital protocols, and educate staff on regulatory requirements.
14. Establish labor hours through monitoring and review of service schedules. Maintain accounts within budget guidelines.
15. Ensure accurate and timely payroll, maintain training, attendance, and vacation records. Develop relief programs for vacations and emergencies, and perform staff duties as needed.
16. Resolve staff issues and administer disciplinary actions if necessary.
17. Ensure all service needs are met with professionalism, safety, quality, and cost-efficiency.
18. Communicate feedback from hospital staff to management for continuous improvement.
19. Conduct regular quality audits of assets including sharps containers, transporters, and delivery apparatus.

Physical Requirements

1. Occasionally lift containers weighing up to 40 lbs.
2. Push/pull wheeled transporters or palletized products up to approximately 500 lbs.
3. Occasionally ascend/descend staircases.
4. Walk two or more miles per day.
5. Sit for extended periods.
6. Work around hospital personnel, sensitive medical equipment, and patients occasionally.
7. Work outdoors occasionally.

Qualifications

• Willingness to be COVID vaccinated.
• 4-year degree or equivalent experience.
• Minimum 5 years of proven leadership in a service-related industry; hospital services experience is highly desirable.
• Excellent communication skills for client relationships.
• Strong project management skills for complex installations.
• People management experience.
• Customer service and problem-solving skills.
• Understanding of service-related financial metrics and budget management.
• Organizational skills and attention to detail for regulatory and client records.
• Experience in hiring, training, and leading staff is a plus.
• Sense of urgency and result-oriented mindset.
• Willingness and ability to travel 50-60%, mostly local day trips or overnight stays.