Mobius Mobility
Service Manager
Manchester, NH - Full Time
At Mobius Mobility, we’re not just building technology, we’re redefining what mobility and freedom can look like. Our mission is to empower individuals with mobility challenges to access more of their world with independence and confidence. The ibot® Personal Mobility Device (PMD) is our breakthrough solution: a single, versatile device that eliminates the need for multiple mobility aids. With six unique modes — including standard, 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 in their daily lives.
We are seeking a dedicated Service Manager to own 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®.
Responsibilities:
We are seeking a dedicated Service Manager to own 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®.
Responsibilities:
- Supervise service team members, conduct annual performance evaluations, set measurable individual goals, and monitor performance against service quality and repair standards
- Provide hands-on technical service and physical repair of medical devices, including diagnostics, disassembly, component replacement, reassembly, calibration, and final validation testing
- Serve as a primary escalation point for complex device repairs and troubleshooting, both in-house and in the field
- Deliver step-by-step technical guidance to clinicians and end users over the phone, walking them through device troubleshooting, maintenance, and minor repair procedures in real time
- Support a high volume of email correspondence, telephone calls, and physical mailings related to service, repair requests, and technical inquiries
- Utilize CRM systems to accurately document, track, and manage all service interactions, repairs, and customer communications
- Assist users with service, repair, and return requests, ensuring proper troubleshooting is completed prior to device return whenever feasible
- Diagnose user-reported issues remotely and resolve technical problems during live calls whenever possible, minimizing downtime and unnecessary returns
- Fulfill order requests for replacement parts and ensure proper selection based on diagnostic findings
- Identify recurring device service issues and recommend corrective actions, design improvements, or process adjustments
- Train clinicians and end users on proper device operation, preventive maintenance, and basic troubleshooting techniques
- Perform final system integration, configuration, and functional testing to ensure devices meet performance and safety standards prior to release
- Conduct and review cleaning, maintenance, and service records to ensure accuracy, completeness, and regulatory compliance
- Perform physical tasks including receiving, inspecting, loading, unloading, sorting, and moving devices and shipments using appropriate equipment
- Monitor inventory levels, maintain serial number tracking, and ensure compliance with recalls and service bulletins
- Record customer concerns, complaints, and product performance issues; escalate to appropriate departments as required
- Report equipment hazards and product incidents in compliance with company policies and regulatory requirements
- Conduct in-service training sessions, product demonstrations, and hands-on device training at hospitals, clinics, and customer sites
- Thrive in a fast-paced, customer-focused environment while maintaining high standards of technical accuracy and professionalism
- Attend and support trade shows and industry events, providing technical expertise and product support as needed
- AS or BS degree preferred with technology related coursework
- 5-7 years in a customer-facing role
- HubSpot CRM experience helpful
- Medical device and/or wheelchair experience preferred, experience working with people with disabilities a plus
- Detail, safety, and quality oriented, with outstanding customer service skills and ability to maintain a high level of quality
- Experience with handling customer complaints
- Ability to prioritize work and multi-task effectively
- Excellent written and verbal communication skills
- Ability to work as part of a team and to provide support towards departmental and company goals
- Ability to maintain confidentiality when provided with sensitive information
- Valid and current driver license
- Ability to complete all tasks that require the use of a computer and office equipment
- Must be able to bend, twist, and reach frequently, must be able to lift 75lbs frequently
- Ability to meet the user requirements/contraindications of the ibot®
- Ability to travel as needed both domestically and internationally
- 401(k) with company match
- Medical, dental, and vision insurance
- Life and disability insurance
- Paid time off, including:
- Vacation
- Sick leave
- Paid holidays
