How a passion for serving clients fuels Nicole Gahman’s love for her work
Nicole Gahman has been a part of the complex rehabilitation technology (CRT) industry for nearly 30 years. With the exception of a short 17-month break from the industry, she’s spent most of her career making sure clients have what they need to keep moving through life.
“My work is definitely satisfying and rewarding,” said Gahman, National Seating & Mobility (NSM) lead remote services technician. “I remember one time, one of my clients had to go to his graduation, and we got his chair up and running and he was able to go. That made my week. When someone calls you and they’re stuck, and we’re able to get them moving—that’s what it’s all about.”
Gahman got her start in the industry in 1995, delivering and setting up durable medical equipment (DME). Eventually, that led to work as a CRT technician, a role that often tends to be more male-dominated.
“I’ve always been more mechanically inclined, so being a technician was interesting to me,” Gahman said. “I also like the fact that I’m breaking some of those barriers. I’ve had to win some clients over, but when I leave and their chair is working, they know I can do it!”
Gahman currently serves as the lead remote services technician for NSM’s Northeast region. While being a remote services technician is a little less hands-on than her previous work in scheduling or as a technician, Gahman enjoys helping clients remotely, serving as the direct contact for NSM clients dealing with an equipment emergency.
“We’re pretty much the direct contact for emergent situations,” Gahman explained, “but we also do everyday maintenance. When a client calls, we use a video link to diagnose the issue and walk them through what they need to do. When we’re able to get a client up and running, it’s a great feeling.”
In remote services, every day is different—or as Gahman says, “Every call has it’s own story”—but she enjoys being able to meet clients where they are and make a difference in their lives. The key to that, Gahman said, is compassion and a heart for service.
“Compassion is important because it puts clients at ease,” she said. “I really love what I do, and I want to help people continue living independently, the way they want to live their lives. I want them to leave with the ability to live their lives as normally as possible.”
Gahman and the remote services team she leads seek to put that idea into practice, always trying to put clients and their needs first.
“Whatever we can do to get our clients up and running or point them in the right direction, we’re blessed to do that,” Gahman said. “I couldn’t do what I do without my team. Their passion and efforts to help our clients make my job easy.”
For Gahman, helping clients get moving isn’t just a motto or a slogan; it’s a way of life.
“Because I started in this industry so young, [helping clients get moving] is who I am,” she said. “I’d be lost without this industry and my clients. I truly love what I do—it’s gratifying and challenging, just a feeling you can’t really describe unless you’ve done it.”
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