Director of Service Fulfillment

Numotion•Memphis, TN

9d•Hybrid

About The Position

The Director of Service Fulfillment leads and oversees the efforts of field service technicians to ensure effective and high-quality repair services are delivered to Numotion's customers. This position is responsible for the team's overall productivity to meet the company's goals, including targets for customer satisfaction and the timely resolution of repairs and service-related issues. Based in Memphis at the Shelby Oaks Dr location, this role requires a dynamic, hands-on leader who is willing to travel approximately 50% of the time across an assigned geographical zone to support field operations, reduce service backlogs, and drive consistent service excellence.

Requirements

Strong leadership and team management skills with the ability to hire, develop, coach, and manage staff performance
Demonstrated technical or mechanical knowledge relevant to mobility and assistive technology products
Knowledge of complex rehab equipment and products including manual and power wheelchairs
Strong background and experience in service and repair processes, technologies, and innovations
Ability to effectively utilize technology and learn and adapt to innovative technology environments
Proficiency in Microsoft Office Suite including MS Word, Excel, PowerPoint, and Outlook
Excellent customer service skills with a demonstrated ability to provide solutions for customer concerns
Strong cross-functional collaboration skills with the ability to thrive in a matrixed organizational environment
Demonstrated ability to act as a change agent and lead the acceptance of change within a rapidly changing environment
Basic understanding of financial reporting and budget management
Knowledge of warranty and Regulatory Affairs (RA) documentation processes
Ability to optimize scheduling and routing for field service technicians across a geographical zone
Strong problem-solving skills with the ability to identify and provide solutions for business process and field issues
Ability to manage service inventory and maintain service loaners and rentals in good operating condition
Excellent verbal and written communication skills
Ability to concentrate and remain focused while handling multiple tasks, responsibilities, and projects simultaneously
Experience with healthcare accreditation processes and business requirements
Knowledge of company and government compliance regulations applicable to the healthcare and mobility industry
Ability to lead and implement best practices including safety and performance inspections
Strong organizational and time management skills to meet productivity targets and customer satisfaction goals

Responsibilities

Lead and direct service technicians in providing repair services to customers, ensuring a prominent level of customer satisfaction and retention.
Travel between locations within the assigned geographical zone to reduce service backlog related to installations and deliveries, while also providing staff oversight and professional development.
Provide technical expertise and guidance to the team.
Responsible for hiring, developing, coaching, and managing staff performance on an ongoing basis.
Identify and provide solutions for business process challenges and related field issues.
Direct the completion of orders for replacement parts accurately and in a timely manner, ensuring the completion of warranty and Regulatory Affairs (RA) documentation as appropriate.
Coordinate service technicians, including optimization of scheduling and routing, to assure quality and timely provision of service and repair.
Work directly with the rehab fulfillment leader to maintain service inventory and service loaners and rentals in good operating condition.
Lead and implement Numotion Service and Repair best practices, including safety and performance inspections, and drive universal service and repair processes within the territory.
Address and resolve escalations within the timeframes outlined in company procedures.
Carry out all activities and operations in strict compliance with company and government processes and regulations.
Utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion's mission.
Adhere to employee and customer confidentiality and compliance with Numotion's policies and federal regulations at all times.
Provide excellent customer service for all internal and external customers, continually focusing on delivering solutions for customer concerns.