Director of Service Fulfillment

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

ABOUT NUMOTION:
At Numotion, we are 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 ranging from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We are committed to building a workforce of diverse backgrounds and experiences, fostering an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

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.

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.