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.
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.
