The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.

ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.

Job purpose

Working closely with Territory and Regional Managers as part of the overall Medical Order process. As part of that critical collaboration you must deliver superior service to drive LifeVest prescriber customer satisfaction. You must demonstrate the ability to skillfully manage and schedule inventory and patient fittings in the field (to meet Service Levels while effectively managing costs). Strong customer service leadership is required, modeling the behavior expected from the Account Coordinators and other team members. You must drive teams to deliver timely and accurate document control handling (processing faxes; pursuing documentation; etc.). Teams must meet or exceed metrics/objectives to assure that Customer Support is strongly positioned for future growth (productivity; enhancements; etc.).

Duties and responsibilities

• Manages a staff of customer service representatives and ensures that customers are retained and satisfied
• Assure that team(s) meet all service metrics (i.e. productivity, timeliness, and quality)
• Holds team members accountable for performance
• Measures, tracks and reports individual and team metrics against standards
• Effectively manages field inventory levels
• Designs and implements improved processes or operational policies.
• Recommends changes to products or services to fulfill customer needs
• Collaborates with peers to refine and implement changes
• Supports Field Sales with order processing, customer service (information gathering), and service delivery
• Assures quality and timely patient fittings and follow-up visits; uses feedback/results to drive training
• Achieves all document collection and exception reduction goals
• Drives regulatory adherence

• Performs other duties as assigned by Management.

Qualifications

• Requires a bachelor's degree in business, marketing, or related area or equivalent; sales support experience a plus

• Call Center experience preferred
• Solid metrics and reporting experience
• Ability to manage teams with multiple, complex functions through competing priorities
• Polished, strong communication, collaboration and project management skills

• Results oriented, data driven; entrepreneur spirit; ability to motivate and inspire teams

Working conditions

This position is generally performed in a typical office environment that is usually quiet. Employee is expected to work collaboratively with team members, as well as able to work independently with limited supervision. Work will require significant computer and telephone work.

Physical requirements

While performing the duties of this Job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Supervisory responsibility

Directly supervises employees in the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

AAP/EEO Statement

ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.

Equal Opportunity Employer - Disability and Veteran

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