Director of Service Fulfillment

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.

SUMMARY OF RESPONSIBILTY:

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 & timely resolution of repairs and issues.

Pay Range: $65,000 to $100,000. 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.

Essential Functions:

• Leads and directs service techs in providing repair services to customers assuring a high level of customer satisfaction and retention.
• Travels between locations within assigned geographical zone to reduce service backlog (install/delivery), staff oversight and development.
• Provides technical expertise and guidance to the team.
• Responsible for hiring, developing, coaching and performance management of staff.
• Identify and provide solutions for business processes and related field issues.
• Directs the completion of orders for replacement parts accurately and in a timely manner, to ensure the completion of warranty and RA documentation as appropriate.
• Works cross functionally with all other Numotion departments, coordinates service technicians, including optimization of 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 & performance inspections) and driving universal service and repair processes within the territory.
• In conjunction with all other Numotion departments, address and resolve 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.

REQUIRED QUALIFICATIONS AND COMPETENCIES:

• Bachelors’ degree in 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 valid State Driver’s License, and acceptable driving record.
• Must be willing and able to travel frequently across geographical zone locations.

PREFERRED QUALIFICATIONS AND COMPETENCIES

• Strong background and experience in service & 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 process 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 that will allow the team to be more effective at obtaining results.
• Personable – communicates effectively with team and demonstrated ability to develop leaders’ capabilities.
• Externally Focused - Compassionate leader who demonstrates leadership to help team members see items from a variety of viewpoints and who approaches each item with an appropriate sense of urgency.
• Clear Vision - Simplification focused individual that demonstrates ability to coach team members to prioritize actions on goal attainment and alignment of short- and long-term goals.

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.

Required Skills


Required Experience