At ZOLL, we're passionate about improving patient outcomes and helping save lives.
We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar’s corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.
Job Type
Hybrid
Job Summary
As a Customer Support Lead, you are the owner of ZOLL Itamar support activities covering EMEA and APAC regions, including customers, sales reps, and clinicians, while assisting them with customer service questions and technical troubleshooting issue.
Essential Functions
- Analytical skills to investigate, troubleshoot and resolve customer support cases.
- Analytical skills to identify trends of technical issues in ZOLL Itamar products and present it via numbers and charts.
- Oversee the day-to-day operations of the Customer Support Team
- Point of contact for customer escalations
- Provide advanced Customer Support for both internal and external customers.
- Assist customer support staff with answering calls, emails and other duties where required.
- Ensure that all customer inquiries and issues are resolved correctly and, in a prompt, and professional manner.
- Review all technical support related processes and documentation for continuous improvement.
- Performing additional duties where needed
- Provide customer service and technical support for all Itamar Medical products and services.
- Ensuring proper management of the complaints handling process
- Work with a diverse team (R&D, Sales, Logistics, and others) to investigate, assess and resolve issues in accordance with established guidelines and policies. Inform Customer Service Manager of all unresolved issues.
- Keep accurate records and document actions and discussions.
- Understand and educate customers about all Itamar Medical products and services.
Required/Preferred Education and Experience
Bachelor’s degree in engineering (or similar).
- 2 years of experience as a customer support rep.
- Experience with medical device products and HIPPA (preferred)
- Experience with industry standard applications (MS Office, Internet Explorer, Google Chrome, Remote Support Tools)
- Advanced MS Excel expert (pivot, graphs, advance tools)
- CRM experience (Salesforce preferred)
- Strong client-facing and communication skills in English both verbal and written.
- Strong analytical and reasoning skills to effectively troubleshoot issues.
- Highly organized person with exceptional attention to details, ability to multi-task and work under pressure
- Quick learner with the ability to understand a wide range of issues and topics.
- Self-motivated professional and a high-energy who is excited to be a part of a dynamic team.
- Someone who is a quick learner with the ability to understand a wide range of issues and topics.
- Ability to communicate technical issues in a way that is understandable to non-technical customers.
- Self-motivated professional and a high-energy who is excited to be a part of a dynamic team.
- Flexible work hours to support global activity as needed
Language: English – excellent (must), other - advantage
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Standing - Occasionally
- Walking - Occasionally
- Sitting - Constantly
- Talking - Occasionally
- Hearing - Occasionally
- Repetitive Motions - Frequently
ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.
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What We Do
ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care. The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries.
