Service Manager

At Mobius Mobility, we’re not just building technology—we’re redefining freedom. Our mission is to empower individuals with mobility challenges to live life on their own terms. We do this through the ibot® Personal Mobility Device, a marvel of engineering that climbs stairs, navigates rough terrain, and elevates users to eye-level—all with grace and independence
 
We are seeking a dedicated Service Manager to manage all aspects of the ibot® service program and to support Mobius Mobility’s mission. In this pivotal role, you will handle customer inquiries and complaints via phone, email, and in-person interactions; organize and ensure the successful execution of service trips; and oversee the provision of technical support for the ibot®.
 
As a Service Manager, responsibilities include, but are not limited to:

• Manages Service resources
• Support high volume of e-mail correspondence, telephone calls, and mailings
• Utilize CRM software to document, manage and track user contacts
• Provide technical support to clinicians and users of the medical device
• Assist users with service, repair, and return requests
• Complete order requests for part replacements
• Resolves the user's problem or need over the phone whenever feasible
• Identifies reoccurring issues and recommends constructive resolution
• Thrive in a fast paced, professional, customer oriented company.
• Perform general physical activities in order to load, unload, sort and move shipments by hand or using material handling equipment
• Train clinicians and users on device operation
• Perform final system integration and testing
• Record client concerns, complaints and grievances and forward to appropriate department for action
• Reviews all cleaning, maintenance, vehicle and other records for accuracy and compliance
• Monitor inventory levels to ensure timely deliveries; maintain serial number tracking; comply with recalls.
• Report equipment hazards and / or product incidents as required in compliance with company policy.
• Conduct in-service, product training and demonstrations for clinical and other staff at rehabilitation hospitals and mobility clinics.  Attend and support trade shows and industry events as needed

To be successful in this role you will need the following:

• AS or BS degree preferred with technology related coursework
• 5-7 years in a customer-facing position. HubSpot CRM experience helpful
• Medical device experience preferred, working with the disability community a plus
• Detail, safety, and quality oriented. Outstanding customer service skills and ability to maintain a high level of quality
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Experience with handling customer complaints
• Ability to prioritize work and multi-task effectively
• Good computer skills including proficiency using Microsoft Office (Word, Excel, PowerPoint)
• Excellent written and verbal communication skills – internally and externally
• Ability to work as part of a team and provide support to departmental and company goals
• Ability to maintain confidentiality when provided with sensitive information
• Valid and current driver license

Physical Requirements:

• Ability to complete all tasks that require the use of a computer and office equipment
• Ability to move throughout the building and grounds and communicate with employees, customers and others
• Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
• Ability to meet the requirements/contraindications of the ibot®
• Ability to travel as needed both domestically and internationally

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