Director of Service Fulfillment

Director of Service Fulfillment

At Numotion, we're on a mission to improve the lives of people with disabilities. As North America's largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We're committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

Job Purpose: The Director of Service Fulfillment leads and oversees the efforts of field service technicians to ensure effective repair services. This position is responsible for the team's productivity to meet company's goals including targets for customer satisfaction and timely resolution of repairs and issues.

Pay Range: $65,000 to $100,000. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.

Key Responsibilities:

• Lead and direct service technicians in providing repair services to customers, ensuring a prominent level of customer satisfaction and retention.
• Travel between locations within assigned geographical zone to reduce service backlog (install/delivery), staff oversight and development.
• Provides technical expertise and guidance to the team.
• Hire, develop, coach, and manage staff performance.
• Identify and provide solutions for business processes and related field issues.
• Direct the completion of orders for replacement parts accurately and in a timely manner, to ensure the completion of warranty and RA (Regulatory Affairs) documentation as appropriate.
• Work cross functionally with all other Numotion departments, coordinate service technicians, including optimization of scheduling and routing to assure quality and timely provision of service and repair.
• Work directly with the rehab fulfillment leader to maintain service inventory and service loaners/rentals in good operating condition.
• Lead and implement Numotion Service & Repair best practices (including safety & performance inspections) and drive universal service and repair processes within the territory.
• In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures.
• Ensure all activities and operations are carried out in strict compliance with company and government processes/regulations.
• Perform other related duties as assigned.
• Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion's mission.
• Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.

Required Qualifications, Skills, and Experience:

• A Bachelor's degree in a related field or an equivalent combination of education and related experience may be considered.
• Minimum of five years of related work experience in a technical and/or mechanical capacity.
• Minimum of two years of supervisory experience, including leading, mentoring and/or coaching.
• Must possess a valid State Driver's License, and acceptable driving record.
• Must be willing and able to travel frequently across geographical zone locations.

Preferred Qualifications and Competencies:

• Strong background and experience in service & repair processes, technologies, and innovations.
• Knowledge of complex rehab equipment and products.
• Demonstrated technical or mechanical knowledge.
• Experience in or exposure to healthcare management.
• Basic understanding of financial reporting.
• Demonstrated ability to thrive in a matrixed environment, working with cross functional team members to achieve shared goals.
• Demonstrated ability to act as a change agent and leading the acceptance of change within a rapidly changing environment.
• Knowledge of MS Word, Excel, PowerPoint, and Outlook
• Ability to effectively utilize technology and learn and adapt to innovative technology environments
• Previous experience with healthcare accreditation process and business requirements.

Physical Work Requirements:

• Ability to meet essential functions of the position with reasonable accommodations as necessary.
• Must be highly mobile, able to access all areas of the premises.
• Ability to concentrate and remain focused while handling multiple tasks, responsibilities, and projects.
• Ability to work over 8 hours in a workday, and over 40 in a work week as necessary.
• Ability to travel approximately 50% of the time.
• Willing to travel for 1-2 week increments.
• Ability to read and to understand and carry out written and verbal instructions.
• Must be able to bend, twist, stoop, reach, and lift equipment weighing up to 40 pounds.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.