Service Technician

Mobius Mobility is seeking a 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.

General job duties as a Service Technician:

• Medical device experience preferred, working with the disability community a plus
• Previous experience using hand and/or power tools required
• Servicing of electromechanical equipment or devices
• 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
• Must demonstrate strong communication and teamwork skills
• 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
• Ability to maintain confidentiality when provided with sensitive information
• Ability to work as part of a team and provide support to departmental and company goals
• Be able and willing to work additional hours when required, including weekends
• Valid and current driver license

Education:

• 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.

To be successful in this role as a Service Technician, you will need the following skills:

• 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
• Thrive in a fast paced, professional, customer-oriented company.
• 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
• A strong attention to detail

General

• Participate in surveys conducted by authorized inspection agencies.
• Participate in the company’s Performance Improvement Program
• Participate in company committees when requested
• Participate in in-service education programs provided by the company
• Pursue continuing education programs appropriate to job responsibilities
• Perform other special projects or duties as determined by management
• Report any misconduct, suspicious or unethical activities to the Compliance Officer, FDA Management Rep., Safety Officer or HIPAA Officer as appropriate

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%

About Mobius Mobility:

Behind our brick walls sits a team of professionals who strive to make a difference every day through thoughtful engineering, design, and manufacturing. One hour from the beach, Boston, and the mountains, the historic Amoskeag Millyard once housed the largest textile mills in the world. It is now home to Mobius Mobility, where we are taking the same innovation and cutting-edge technology into the modern age.

Today, Mobius Mobility manufactures and distributes the next generation ibot®  Personal Mobility Device – a breakthrough product in the field of personal mobility. With dynamic stabilization technology, the ability to climb stairs, and four distinct driving modes, the iBOT® provides people with disabilities new levels of independence and access. We are committed to helping our clients reach, climb, and go – wherever and whenever they choose!