Service Technician

At Mobius Mobility, we're not just building technology, we're redefining what freedom can look like. Our mission is to empower individuals with mobility challenges to access more of their world with confidence and independence. The ibot® Personal Mobility Device (PMD) is our breakthrough solution: a single, versatile device that eliminates the need to have multiple mobility aids. With six unique modes — including stair‑climbing, 4‑wheel, and balance mode — the ibot® enables users to move beyond the limits of ADA standards and experience a new level of freedom and confidence in their daily lives.

We are seeking a dedicated, mission-driven Service Technician to join our growing team. In this role, you will perform repairs on mobility devices, develop service procedures, and support manufacturing, product testing, and delivery to users. You will assist ATPs in configuring user-specific seating solutions and manage user documentation and communications using CRM tools. Additionally, you will provide technical support to clinicians and users, identify recurring issues, and recommend solutions. This role also involves preparing service-related documentation and coordinating shipping of materials.

Key Responsibilities:

• Servicing of electromechanical equipment or devices
• Support high volume of e-mail correspondence, telephone calls, and mailings
• Complete order requests for part replacements
• Resolves the user's problem or need over the phone whenever feasible
• Identifies reoccurring issues and recommends constructive resolution
• Perform final system integration and testing
• Provides responsible repair services to our customers in a courteous and professional manner
• Develop procedures for device servicing
• Assist users with service, repair, and return requests
• Conduct troubleshooting and repairs on devices returned for service
• Document service performed and root cause analysis and required complaint handling per approved QA documentation
• Utilize CRM software to document, manage and track service issues or user complaints
• Maintain calibration and other QA documentation needs

Qualifications:

• 3 to 5 years' experience in a technical service role or mechanical technician role, involving customer facing activities.
• AS Degree or equivalent with engineering discipline preferred.
• A strong attention to detail
• Medical device experience preferred, working with the disability community a plus
• Previous experience using hand and/or power tools required
• Detail, safety and quality oriented, with ability to follow Good Documentation Practices
• Ability to maintain confidentiality when provided with sensitive information
• Ability to diagnose problems and see the solutions through to completion
• Ability to think quickly to handle unique situations
• Use of Salesforce CRM experience preferred
• Good computer skills including proficiency using Microsoft Office
• Excellent written and verbal communication skills – Internally and Externally
• Experience with handling customer complaints
• Outstanding customer service skills and ability to maintain a high level of quality
• Ability to prioritize work and multi-task effectively
• Be able and willing to work additional hours when required, including weekends
• Valid and current driver license

Physical Requirements:

• Ability to complete all tasks that require the use of a computer and office equipment
• Ability to move throughout the building and grounds and communicate with employees, customers and others
• Ability to meet the requirements/contraindications of the ibot® PMD
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Ability to travel as needed, both domestically and internationally, with an expected travel commitment up to 75%

Benefits:

• 401(k) with company match
• Company-subsidized medical, dental, and vision insurance
• Life and disability insurance
• Paid time off, including paid vacation, sick leave and holidays