Service Technician

Manchester, NH

Full Time

Service

Mid Level

At Mobius Mobility, we're not just building technology, we're redefining what freedom can look like. Our mission is to empower individuals with mobility challenges to access more of their world with confidence and independence. The ibot® Personal Mobility Device (PMD) is our breakthrough solution: a single, versatile device that eliminates the need to have multiple mobility aids. With six unique modes — including stair‑climbing, 4‑wheel, and balance mode — the ibot® enables users to move beyond the limits of ADA standards and experience a new level of freedom and confidence in their daily lives.

We are seeking a dedicated, mission-driven Service Technician to join our growing team. In this role, you will perform repairs on mobility devices, develop service procedures, and support manufacturing, product testing, and delivery to users. You will assist ATPs in configuring user-specific seating solutions and manage user documentation and communications using CRM tools. Additionally, you will provide technical support to clinicians and users, identify recurring issues, and recommend solutions. This role also involves preparing service-related documentation and coordinating shipping of materials.

Key Responsibilities:

Servicing of electromechanical equipment or devices
Support high volume of e-mail correspondence, telephone calls, and mailings
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
Perform final system integration and testing
Provides responsible repair services to our customers in a courteous and professional manner
Develop procedures for device servicing
Assist users with service, repair, and return requests
Conduct troubleshooting and repairs on devices returned for service
Document service performed and root cause analysis and required complaint handling per approved QA documentation
Utilize CRM software to document, manage and track service issues or user complaints
Maintain calibration and other QA documentation needs

Qualifications:

3 to 5 years' experience in a technical service role or mechanical technician role, involving customer facing activities.
AS Degree or equivalent with engineering discipline preferred.
A strong attention to detail
Medical device experience preferred, working with the disability community a plus
Previous experience using hand and/or power tools required
Detail, safety and quality oriented, with ability to follow Good Documentation Practices
Ability to maintain confidentiality when provided with sensitive information
Ability to diagnose problems and see the solutions through to completion
Ability to think quickly to handle unique situations
Use of Salesforce CRM experience preferred
Good computer skills including proficiency using Microsoft Office
Excellent written and verbal communication skills – Internally and Externally
Experience with handling customer complaints
Outstanding customer service skills and ability to maintain a high level of quality
Ability to prioritize work and multi-task effectively
Be able and willing to work additional hours when required, including weekends
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
Ability to meet the requirements/contraindications of the ibot® PMD
Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
Ability to travel as needed, both domestically and internationally, with an expected travel commitment up to 75%

Benefits:

401(k) with company match
Company-subsidized medical, dental, and vision insurance
Life and disability insurance
Paid time off, including paid vacation, sick leave and holidays

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Service Technician

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