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

Lead the work of the Technical Support team providing technical support to various CMS Products. Serve as a Technical Support subject matter expert, supporting both basic and advanced troubleshooting processes.

Duties and responsibilities

• Acts as a subject matter expert for responsibilities associated with the Technical Support Specialist position, providing guidance on key process and escalated issues
• Develops and implements procedures, processes, and work instructions for the Technical Support team
• Completes call and CCR quality review, identifies areas for improvement, and provides feedback and guidance to team members as needed
• Creates, maintains, and conducts training resources and courses for new team members as well as skills enhancement and continuing education for existing team members
• Assists with leading and driving key (basic & advanced) processes and initiatives such as Emergency Response, International Support, and key performance metrics such as Call Answer Performance, productivity, and quality.
• Handles escalation of sensitive cases and other high priority areas as assigned
• Identifies and leads new initiative development as needed
• Addresses patient issues/concerns escalated by the Technical Support Specialists and determines resolutions
• Works closely with various cross-functional teams to identify workflow optimization and increase efficiencies
• Provides exceptional customer service and troubleshooting to our patients, medical professionals, and field personnel.
• In conjunctions with Supervisors and Manager, documents performance issues identified in the Technical Support team and may provide feedback to specialists.
• Perform all functions associated with Technical Support Specialists as needed.

• Performs other duties as directed by Management.

Qualifications

• Associates/Bachelor's degree in related field preferred or a minimum of two years' experience in ZOLL Technical Support position or related environment
• Minimum 1 year experience in Tier 2 position preferred.
• Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
• Strong customer service skills.
• Technical aptitude or experience troubleshooting complex systems.
• Leadership, training, or mentoring experience.
• Strong problem-solving skills.

• Intermediate knowledge level of Microsoft Excel.
• Fluency in Spanish is a plus

Working conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical requirements

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms.

Supervisory responsibility

None

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

ZOLL now mandates COVID vaccinations subject to legal exemptions.

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