At ZOLL, we offer innovative technologies that make a real difference to 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.
Location: Runcorn Office – Onsite - 5 days per week. Following successful probation period, 1 day remote working offered
As a Technical Support Helpdesk Representative, you will deliver support for our medical device products, assisting both internal and external customers through phone and email. This role involves addressing product-related inquiries, as well as coordinating with other teams to escalate issues and ensure customer satisfaction. You will perform a variety of duties at ZOLL Medical UK including, but not limited to, the following functions:
Essential Functions:
• Supporting customer complaints (telephone, e-mail)
• Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
• Documenting complaints using Service Requests (SRs) in the Oracle database in accordance with ZOLL global Standard Operating Procedures (SOPs) and in the local KANBAN system
• Organizing return of customer product
• Reporting special incidents to the supervisor in accordance with MHRA
• Tracking of loaned devices for customers (retrieval of loaned devices)
• Order processing / order entry in Oracle
• General service administration
Experience/Skills Requirements:
• 2 year degree/certificate in electronics/biomedical (preferred), or equivalent experience
• Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry.
• Fluent versed in English language (verbal and written)
• Excellent communication and interpersonal skills
• High attention to detail
• Strong troubleshooting and problem solving skills
• High self-confidence and self-management skills
• A customer-oriented person
• Team player with a positive attitude
• Practical experience with Microsoft Office products
• Proper phone etiquette and effective listening skills
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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.
