Director of Service Fulfillment

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

• 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, and be 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.
• Work cross-functionally with all other Numotion departments to 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 and 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.