Career Opportunity

Manager of Service Fulfillment

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Worcester, Massachusetts

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$90,000 - $125,000

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Manager of Service Fulfillment – Rehab Tech

We are working with a national rehab technology group that is in need of a Director of Service Fulfillment. This role 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.

Geography: Taunton, Worcester, Manchester (will be required to come to an office daily and travel to the different locations)


  • 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 company 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 the company’s Service & Repair best practices (including safety & performance inspections) and driving universal service and repair processes within the territory.
  • In conjunction with all other 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


  • 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.
  • Strong background and experience in service & repair processes, technologies, and innovations.
  • Knowledge of complex rehab equipment and products preferred
  • Demonstrated technical or mechanical knowledge
  • Experience in or exposure to healthcare management preferred
  • Basic understanding of financial reporting
  • 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.

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