Director of Service Fulfillment

Job Description

Director of Service Fulfillment - Numotion | Memphis - Shelby Oaks Dr | Full-Time/Regular

JOB PURPOSE:
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.

KEY RESPONSIBILITIES:
The Director of Service Fulfillment will lead and direct service technicians in providing repair services to customers, ensuring a prominent level of customer satisfaction and retention. This individual will 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. The Director will provide technical expertise and guidance to the team, and will be responsible for hiring, developing, coaching, and managing staff performance on an ongoing basis.

This role requires the ability to identify and provide solutions for business process challenges and related field issues. The Director will 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. Working cross-functionally with all other Numotion departments, the Director will coordinate service technicians, including optimization of scheduling and routing, to assure quality and timely provision of service and repair.

The Director will work directly with the rehab fulfillment leader to maintain service inventory and service loaners and rentals in good operating condition. This individual will lead and implement Numotion Service and Repair best practices, including safety and performance inspections, and drive universal service and repair processes within the territory. In conjunction with all other Numotion departments, the Director will address and resolve escalations within the timeframes outlined in company procedures.

All activities and operations must be carried out in strict compliance with company and government processes and regulations. The Director is expected to utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion's mission. Adherence to employee and customer confidentiality and compliance with Numotion's policies and federal regulations is required at all times. Providing excellent customer service for all internal and external customers is a top priority, and the Director must continually focus on delivering solutions for customer concerns.

PHYSICAL WORK REQUIREMENTS:
This role requires the ability to meet essential functions of the position with reasonable accommodations as necessary. The Director must be highly mobile and able to access all areas of the premises. The ability to concentrate and remain focused while handling multiple tasks, responsibilities, and projects simultaneously is essential. The role may require working more than 8 hours in a workday and more than 40 hours in a workweek as necessary. Travel of approximately 50% of the time is required, including travel in 1-2 week increments. The Director must be able to read, understand, and carry out written and verbal instructions, and must be able to bend, twist, stoop, reach, and lift equipment weighing up to 40 pounds.

COMPENSATION AND BENEFITS:
Numotion offers competitive compensation packages, including medical, dental, and vision insurance, short-term and long-term disability coverage, a 401(k) retirement plan, and life insurance. This is a full-time, regular at-will position with an annual salary structure. No per diem is provided for this role.

Required Skills

• 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

Required Experience

• A minimum of 5 to 7 years of related work experience, with at least 5 years in a technical and/or mechanical capacity
• Minimum of two years of supervisory experience, including leading, mentoring, and/or coaching field service teams
• Bachelor's degree in a related field, or an equivalent combination of education and related experience may be considered
• Proven experience leading and directing field service technicians in a repair or fulfillment environment
• Experience managing service operations across multiple locations within a defined geographical zone
• Demonstrated experience in cross-functional collaboration with multiple departments to achieve shared operational goals
• Experience in or exposure to healthcare management, preferably within the durable medical equipment or complex rehab technology industry
• Previous experience with healthcare accreditation processes and associated business requirements
• Experience managing service inventory, loaners, and rental equipment programs
• Demonstrated track record of driving customer satisfaction and timely resolution of service and repair issues
• Experience implementing and enforcing service and repair best practices, including safety and performance inspection protocols
• Experience managing escalations and resolving complex customer and operational issues within defined timeframes
• Proven ability to manage staff performance, including conducting performance reviews, coaching, and professional development
• Experience with warranty documentation and Regulatory Affairs (RA) compliance processes
• Must possess a valid State Driver's License with an acceptable driving record
• Must be willing and able to travel approximately 50% of the time across geographical zone locations, including travel in 1-2 week increments
• Experience working in a fast-paced, rapidly changing environment with demonstrated adaptability and change management capabilities
• Ability to work extended hours beyond 8 hours per day and 40 hours per week as operational needs require