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.