Director of Service Fulfillment
By joining Numotion, you will be part of the nation's leading provider of Complex Rehabilitation Technology. Numotion helps thousands of people with individually configured, medically necessary mobility products and services—from manual and powered wheelchairs to disposable medical supplies—improving the lives of people with disabilities by enabling them to actively participate in everyday life.
About the role
Director of Service Fulfillment leads and oversees efforts of field service technicians to assure effective repair services. Manages staff to meet company goals including targets for customer satisfaction and timely resolution of repairs and issues.
Responsibilities
- Leads and directs service technicians in providing repair services to customers, ensuring a high level of customer satisfaction and retention.
- Travels between locations within assigned geographical zone to reduce service backlog (install/delivery), oversee staff, and support development.
- Provides technical expertise and guidance to the team.
- Responsible for hiring, developing, coaching, and performance management of staff.
- Identifies and provides solutions for business processes and related field issues.
- Directs the completion of orders for replacement parts accurately and in a timely manner, ensuring completion of warranty and RA documentation as appropriate.
- Works cross-functionally with all other Numotion departments, coordinates service technicians, and optimizes scheduling and routing to assure quality and timely provision of service and repair.
- Works directly with the rehab fulfillment leader to maintain service inventory and service loaners/rentals in good operating condition.
- Leads and implements Numotion Service & Repair best practices (including safety and performance inspections) and drives universal service and repair processes within the territory.
- In conjunction with all other Numotion departments, addresses and resolves escalations in the timeframes outlined in procedures.
- Ensures all activities and operations are carried out in strict compliance with company and government processes/regulations.
- Other duties as assigned.
Requirements
- Bachelor’s degree in a related field or an equivalent combination of education and directly 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 an acceptable driving record.
- Must be willing and able to travel frequently across geographical zone locations.
Preferred Qualifications
- Strong background and experience in service and 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.
- Knowledge of MS Word, Excel, PowerPoint, and Outlook.
- Ability to effectively utilize technology and learn and adapt to new technology environments.
- Previous experience with healthcare accreditation processes and business requirements.
- Demonstrated ability to thrive in a matrixed environment, working with cross-functional team members to achieve shared goals.
- Ability to work in a fast-paced environment and juggle multiple priorities.
- Results-oriented—has driven consistent results over time.
- Forward-thinking—able to connect dots in everyday processes and tasks to improve team effectiveness.
- Personable—communicates effectively with the team and demonstrates ability to develop leaders’ capabilities.
- Externally focused—compassionate leader who approaches challenges with an appropriate sense of urgency and helps team members see items from a variety of viewpoints.
- Clear vision—simplification-focused individual who coaches team members to prioritize actions on goal attainment and alignment of short- and long-term goals.
Pay
Pay range: $65,000 to $95,000. 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.
Benefits
- Medical, dental, and vision insurance.
- Short-term and long-term disability.
- 401k retirement plan.
- Life insurance.