Vice President of Field Service

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 Vice President of Field Service is part of a cross-functional (Sales, Ops, Service) leadership team responsible for the customer satisfaction, top-line growth, and profit of ~ ¼ of the field organization. This position will direct the business strategy, organizational imperatives, and the achievement of all customer, employee, operational, innovation, and financial goals in specified territory. This leadership role is critical to Numotion being the leading service provider to our customers.

This role will support our Northeast Zone, with a preference for candidates who reside in or near one of the following markets: Baltimore, MD, Columbus, OH, Philadelphia, PA, Pittsburgh, PA, Rocky Hill, CT, or Taunton, MA.

PAY RANGE:

$165,000 - $190,000 base salary plus eligibility for an annual incentive performance bonus. It is not typical for an individual to be hired at or near the top of the pay range. Compensation decision depend on skills, qualifications, experience, and location.

KEY RESPONSIBILITIES:

• Lead and develop the service team, creating the goals and standards for customer service, quality productivity, and timelines of branch service departments, and then achieving / surpassing the targets for each.
• Responsible for overall vision, functional strategy, resource allocation and execution to ensure delivery of overall service business benefit.
• Analyze activities, costs, operations, and forecast data to determine territory progress toward stated goals and objectives and implement changes where necessary to achieve said goals; review and approve accounting analysis for budgetary planning and implementation.
• Enables engagement with and adherence to company & function policies, directing and coordinating all branch department activities to develop and implement long range goals and objectives that meet annual business and profitability growth objectives.
• Leads and implements Numotion Service & Repair best practices and driving universal service and repair processes within the territory.
• Maintaining up-to-date understanding of industry trends and technical developments that affect business unit growth and funding of complex rehab products and repair, products, and services.
• Engages and partners closely with cross functional business leaders and units, providing open communication and ensuring processes align to the achievement of the most important shared goals.
• Utilize Numotion Leadership Principles to perform job with integri ty, 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 n e c e s s a r y by management.

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• Bachelor’s Degree in related field or equivalent combination of education and experience, with significant responsibility for operational/service activities.
• Minimum of seven years’ operational management experience.
• Minimum of five years’ experience within a healthcare area with responsibility for:
  • Functional and strategic aspects of multi-location operations
  • Management and development of teams
  • Leadership and organizational development

PREFERRED COMPETENCIES AND QUALIFICATIONS:

• Prior experience coaching and developing leaders of teams.
• Results oriented – has driven consistent results over time by leading and working with multiple levels and areas of an organization.
• Demonstrated ability to thrive in a matrixed environment, collaborating with cross functional team members.
• Proven ability to act as a change agent and change embracer within a rapidly changing environment.
• Prior experience working in durable medical equipment industry.
• Previous experience with healthcare accreditation process and business requirements.
• Forward thinking – identifies current trends and uses to develop macro-level strategies and efforts to address.
• Exceptional relationship building skills, enabling you to build trust quickly and collaborate across functional levels, to get aligned around the execution of shared goals.
• The ability to develop and execute multiple priorities and approaches to meet objectives.
• Demonstration of exceptional interpersonal and critical thinking skills both internally and externally with customers.
• Superior communication skills, both written and verbal, to effectively address all levels within the organization.
• Knowledge of MS Word, Excel, PowerPoint, and Outlook.

PHYSICAL WORK REQUIREMENTS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 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 eight hours in a workday, and over 40 in a work week as necessary.
• Ability to travel approximately 40% of the time.
• Willingness to travel for 1-week increments.
• Ability to read and to understand and carry out written and verbal instructions.
• Must be able to perform bending, twisting, stooping, and reaching, and lifting of 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.