Customer Service Associate / Mobility Equipment Technician

Job Description

Job Description

Position Overview:

The Showroom Customer Service & Mobility Equipment Technician at Mobility City (internal franchise title: Utility Associate) combines the responsibilities of the Showroom Customer Service Associate and Service Technician positions. This hybrid role addresses customer service requests, installs and repairs mobility equipment, and assists customers in selecting the right products for their mobility needs. The employee in this role will work closely with both the technical team and sales staff to deliver a seamless customer experience while maintaining high standards of service, safety, and professionalism.

Key Responsibilities

Product Repairs and Maintenance:

o Perform diagnostics, repairs, and routine maintenance on a variety of mobility products, such as scooters, wheelchairs, lift chairs, ramps, and other related equipment.

o Ensure all repairs and services meet company and manufacturer standards for safety and quality.

o Troubleshoot electrical, mechanical, and structural issues with mobility devices.

o Perform routine maintenance, including battery checks, part replacements, and operational adjustments.

Customer Service and Consultation:

o Engage directly with customers to assess their specific mobility needs and recommend appropriate products, such as power scooters, wheelchairs, and lift chairs.

o Provide educational demonstrations of product features, functionality, and benefits, ensuring customers are well-informed before making a purchase.

o Educate customers on proper use, maintenance, and care to enhance product lifespan.

o Handle customer inquiries, resolve complaints, and offer advice on product care and usage, ensuring positive customer experience.

o Provide installation and setup services at customer locations, explaining product operation and safety instructions.

Sales Support:

o Assist customers in completing purchases, processing payments, and handling returns or exchanges.

o Support the showroom and sales floor by maintaining product displays, ensuring the area is clean, organized, and well-stocked.

o Collaborate with the sales team to achieve sales targets and provide customer-focused solutions.

o Regularly update inventory levels and ensure product availability.

· Inventory and Parts Management:

o Inspect and organize the service van, ensuring all necessary tools, parts, and equipment are available to complete scheduled work orders.

o Maintain accurate inventory records and restock parts as needed to ensure prompt service.

o Ensure all tools and equipment are well-maintained and operational.

Documentation and Reporting:

o Accurately complete service records for all jobs performed, including customer information, services rendered, and parts used.

o Provide quotes for services and equipment and confirm pricing with management before discussing with customers.

o Update CRM systems with customer interactions and sales details.

o Maintain clear communication with the home office regarding work order progress and any issues that arise.

· Professional Conduct and Safety:

o Maintain a professional demeanor when interacting with customers, ensuring a positive company image.

o Follow all safety procedures and guidelines during repairs, installations, and service calls to ensure a safe work environment.

o Arrive on time for scheduled shifts and service appointments, in full company uniform, ready to perform the required duties.

o Maintain cleanliness and organization of both the service van and work areas.

· Equipment Setup and Installation:

o Assemble, install, and test new mobility equipment at customer locations.

o Ensure proper setup of products to ensure they meet the customer’s needs and operational standards.

o Provide hands-on training for customers on how to use and care for the mobility devices.

Marketing and Outreach:

o Support marketing efforts by assisting in outreach to potential customers, such as pharmacies, doctor's offices, and other facilities.

o Maintain relationships with key partners and help introduce Mobility City products to new customers and locations.

Equipment Cleaning and Warehouse Management:

o Assist with the cleaning of equipment, including scooters and wheelchairs.

o Follow proper procedures for storing equipment in the warehouse, ensuring it is kept off the floor and organized appropriately.

o Maintain a clean, safe, and organized workspace, both in the warehouse and the service vehicle.

 

Qualifications:

Experience: Previous experience in mechanical repair, electrical systems, mobility equipment servicing, or retail sales is preferred. Experience with scooters, wheelchairs, and other assistive devices is a plus.

Education: High school diploma or equivalent is required. Technical certifications in related fields (e.g., automotive repair, electrical systems) are beneficial.

Skills:

o Strong mechanical and electrical troubleshooting abilities.

o Ability to use diagnostic tools and repair equipment.

o Excellent customer service and communication skills.

o Ability to assess customer needs and provide tailored product recommendations.

o Attention to detail, strong organizational skills, and time management abilities.

o Ability to work both independently and collaboratively in a team environment.

 

Physical Requirements:

· Ability to lift and carry up to 50 pounds, including mobility devices and equipment.

· Ability to kneel, bend, and work in various positions for extended periods.

· Must be able to travel to customer locations using a company vehicle.

· Comfortable working in a variety of settings, including customer homes, businesses, and clinical environments.

COMPENSATION:

Job Type: Full-time

Pay: $12-$23/hr, depending on experience

Benefits: Access to Earned Pay On-Demand

Pay Cards

Paid Sick Leave (up to 40 hours annual)

Paid Holidays

 

About Mobility City:

Mobility City is a leader in providing mobility aids and assistive technology to individuals with physical disabilities and mobility challenges. Our mission is to enhance the lives of our customers by offering high-quality mobility solutions, expert advice, and outstanding customer service. As a member of our team, you will help make a significant impact in the lives of people who rely on mobility products to lead more independent and fulfilling lives.