By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion is helping thousands of people with individually configured, medically necessary mobility products and services. From manual and powered wheelchairs to disposable medical supplies that serve unique medical and functional needs, we are improving the lives of people with disabilities by enabling them to actively participate in everyday life. Maintaining our standing as the industry leader in CRT comes from having a workforce with a diverse mix of minds, backgrounds and experiences, and we are committed to cultivating an inclusive work environment based on open dialogue, active listening and ongoing definitive actions.

Pay Range: $80,000 to $100,000/year base salary. Exact compensation may vary based on skills, experience, and location.

SUMMARY OF RESPONSIBILITY:

The Director of Service Order Processing manages daily activities for Service Coordinators based in multiple locations. This position ensures timeliness of processing repair orders and for providing best-in-class customer service. In addition, this position mentors and develops the Service Coordinators with the purpose of attaining high level customer service and enabling the career aspirations of those who want to grow their career in other roles.

Essential Functions:

• Leads and directs service processing team in providing repair services to customers ensuring a high level of customer satisfaction and retention.
• Provides direct coaching (performance and career) routinely.
• Works cross functionally to coordinate service technicians, including optimization of scheduling and routing to ensure quality and timely provision of service and repair.
• In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures.
• Directs quality and timely assistance for customers with service & repair requests (including fielding phone calls, entering, and maintaining accurate data in order processing system, scheduling appointments).
• Works with the team to increase customer satisfaction and improve turnaround times.
• Reviews incoming and outgoing phone calls for improvement with intent to improve customer-service skills (active listening, empathy, patience, etc.).
• Leads and implements Numotion Service & Repair best practices and drives universal service and repair processes within the territory. 
• Performs other related duties as assigned.

REQUIRED QUALIFICATIONS AND COMPETENCIES:

• A Bachelor’s degree in a related field or an equivalent combination of education and related experience may be considered.
• Minimum of five years of operational work experience and/or training
• Minimum of two years of supervisory experience, including leading, mentoring and/or coaching.

PREFERRED QUALIFICATIONS AND COMPETENCIES

• Working knowledge of service order processing experience.
• Prior experience working in durable medical equipment industry.  
• Previous experience with healthcare accreditation process and business requirements. 
• Knowledge of funding and payer requirements
• Demonstrated ability to thrive in a matrixed environment, working with cross functional team members to achieve shared goals. 
• Proven prior ability to act as a change agent and leading the acceptance of change within a rapidly changing environment.
• Ability to develop and execute multiple business priorities and approaches to meet objectives.  
• Demonstration of exceptional interpersonal and problem-solving skills both internally and externally with customers. 
• Superior communication skills, both written and verbal, to effectively address all levels within the organization. 
• Knowledge of MS Word, Excel, PowerPoint, and Outlook

Leadership principles

• Results oriented – focuses on setting and achieving challenging goals.
• Forward thinking – connects trends and underlying factors to actions.
• Urgency – resolves issues quickly.
• Compassionate – shows understanding and concern for others.
• Simplifies – breaks down problems into easily addressable parts.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. 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.