Service Manager

About the role

We are seeking a dedicated Service Manager to manage all aspects of the ibot® service program and to support Mobius Mobility’s mission. In this pivotal role, you will handle customer inquiries and complaints via phone, email, and in-person interactions; organize and ensure the successful execution of service trips; and oversee the provision of technical support for the ibot®.

Responsibilities

• Manages Service resources
• Support high volume of e-mail correspondence, telephone calls, and mailings
• Utilize CRM software to document, manage and track user contacts
• Provide technical support to clinicians and users of the medical device
• Aid users with service, repair, and return requests
• Complete order requests for part replacements
• Resolve the user's problem or need over the phone whenever feasible
• Identify reoccurring issues and recommend constructive resolution
• Thrive in a fast-paced, professional, customer-oriented company
• Perform general physical activities in order to load, unload, sort and move shipments by hand or using material handling equipment
• Train clinicians and users on device operation
• Perform final system integration and testing
• Record client concerns, complaints and grievances and forward to appropriate department for action
• Review all cleaning, maintenance, vehicle and other records for accuracy and compliance
• Maintain inventory levels to ensure timely deliveries; maintain serial number tracking; comply with recalls
• Report equipment hazards and / or product incidents as required in compliance with company policy
• Conduct in-service, product training and demonstrations for clinical and other staff at rehabilitation hospitals and mobility clinics. Attend and support trade shows and industry events as needed

Requirements

• AS or BS degree preferred with technology-related coursework
• 5-7 years in a customer-facing position. HubSpot CRM experience helpful
• Medical device experience preferred, working with the disability community a plus
• Detail, safety, and quality oriented. Outstanding customer service skills and ability to maintain a high level of quality
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Experience with handling customer complaints
• Able to prioritize work and multi-task effectively
• Good computer skills including proficiency using Microsoft Office (Word, Excel, PowerPoint)
• Excellent written and verbal communication skills – internally and externally
• Able to work as part of a team and provide support to departmental and company goals
• Able to maintain confidentiality when provided with sensitive information
• Valid and current driver license
• Able to complete all tasks that require the use of a computer and office equipment
• Able to move throughout the building and grounds and communicate with employees, customers and others
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Able to meet the requirements/contraindications of the ibot®
• Able to travel as needed both domestically and internationally

Qualifications

• AS or BS degree preferred with technology-related coursework
• 5-7 years in a customer-facing position. HubSpot CRM experience helpful
• Medical device experience preferred, working with the disability community a plus
• Detail, safety, and quality oriented. Outstanding customer service skills and ability to maintain a high level of quality
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Experience with handling customer complaints
• Able to prioritize work and multi-task effectively
• Good computer skills including proficiency using Microsoft Office (Word, Excel, PowerPoint)
• Excellent written and verbal communication skills – internally and externally
• Able to work as part of a team and provide support to departmental and company goals
• Able to maintain confidentiality when provided with sensitive information
• Valid and current driver license
• Able to complete all tasks that require the use of a computer and office equipment
• Able to move throughout the building and grounds and communicate with employees, customers and others
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Able to meet the requirements/contraindications of the ibot®
• Able to travel as needed both domestically and internationally

Skills

• AS or BS degree preferred with technology-related coursework
• 5-7 years in a customer-facing position. HubSpot CRM experience helpful
• Medical device experience preferred, working with the disability community a plus
• Detail, safety, and quality oriented. Outstanding customer service skills and ability to maintain a high level of quality
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Experience with handling customer complaints
• Able to prioritize work and multi-task effectively
• Good computer skills including proficiency using Microsoft Office (Word, Excel, PowerPoint)
• Excellent written and verbal communication skills – internally and externally
• Able to work as part of a team and provide support to departmental and company goals
• Able to maintain confidentiality when provided with sensitive information
• Valid and current driver license
• Able to complete all tasks that require the use of a computer and office equipment
• Able to move throughout the building and grounds and communicate with employees, customers and others
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Able to meet the requirements/contraindications of the ibot®
• Able to travel as needed both domestically and internationally

Benefits

• Comprehensive health insurance
• Flexible spending accounts
• Retirement savings plan
• Employee assistance program
• Professional development opportunities

Pay

• $50,000 - $60,000 annually

Schedule

• Full-time