Remote Service Parts Specialist - Remote Eligible

Remote Service Parts Specialist

SpinLife, the retail division of Numotion, is the nation's largest direct-to-consumer provider of Durable Medical Equipment (DME), serving aging adults, individuals with disabilities, and pediatric customers with compassion, expertise, and innovation. Our mission is to be the most trusted and forward-thinking leader in mobility solutions, empowering teammates, customers, and communities to move without limits.

With a proven e-commerce model and a nationwide network of service technicians, SpinLife delivers more than just products—we provide personalized care and ongoing support. Now, we're expanding into brick-and-mortar retail to bring our trusted brand even closer to the communities we serve.

The pay range for this position is $18.23-23.70 an hour. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.

Job Purpose

The Remote Service & Parts Specialist will be the critical link between SpinLife's trusted products and the personalized care our customers rely on. They'll combine technical expertise with compassionate service to troubleshoot issues, coordinate repairs, and provide the right parts solutions - ensuring every customer continues to move without limits. By delivering fast, reliable support and seamless coordination with our nationwide service network, they will help extend SpinLife's reputation for innovation, care, and customer-first solutions into every home we serve.

Key Responsibilities

• Answer inbound customer calls to provide troubleshooting equipment and repair diagnostics.
• Offer product, parts, and repair service information to help customers choose the best repair solution.
• Partner with manufacturers to order warranty or replacement parts and ensure accurate, timely delivery.
• Convert customer inquiries into parts sales by preparing quotes, processing orders, and following up on open requests.
• Provide accurate details on shipping, delivery timelines, service policies, and returns.
• Create and manage work orders to dispatch field service technicians when in-home repairs are required.
• Collaborate with manufacturers, contractors, and internal teams virtually to ensure complete resolution of service requests.
• Educate customers and caregivers on proper equipment use, maintenance, and safety over the phone as needed.
• Document all activity accurately in order management and CRM systems.
• Maintain and expand product and process knowledge through ongoing virtual training.
• Deliver exceptional customer service by resolving concerns quickly, offering solutions, and keeping customer satisfaction a top priority.
• Utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion's mission.
• Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations.
• Always provide excellent customer service for all internal and external customers of the operations. Provide solutions for customer concerns and continually focus on customer service as our top priority.

The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.

Required Qualifications, Skills, and Experience

• High School Diploma or GED.
• Minimum of five (5) years of experience in the Mobility Equipment or Durable Medical Equipment industry, with background in technical troubleshooting, service, or parts sales.
• Experience with order management and CRM/service systems.

Preferred Competencies and Qualifications

• Associate or Bachelor's degree.
• Assistive Technology Professional (ATP) training and certification.
• Ability to multitask while remaining responsive in a fast-paced, phone-based support role.
• Proven ability to diagnose equipment issues and provide effective, phone-based solutions.
• Strong verbal and written communication skills for interacting with customers, manufacturers, and team members virtually.

Physical Work Requirements

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of hands, wrists, fingers associated with using computer equipment.
• Prolonged periods of time working at a desk and/or on a computer.
• Occasionally move and reach with arms and hands.
• Ability to lift/move up to 15 pounds.

At Spinlife, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Spinlife 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. Spinlife is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.