The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.
At ZOLL, you won’t just have a job. You'll have a career—and a purpose.
Join our team. It’s a great time to be a part of ZOLL!
Job Summary
The Technical Support Associate is responsible for tier 1 customer and ZOLL Sales Team Support.
Essential Functions
- Provide tier I technical support functions including, but not limited to:
- Provide support for technical and clinical Inquiries related to ZOLL products via telephone, E-Mail and/or Fax on a daily basis
- Follow up to inquiries, and ensures satisfactory customer resolution
- Follow departmental processes and procedures
- Accurate entry of customer reported complaint details into claim tracking system
- Occasional on-call phone support for evening and weekend emergencies
- Participate in internal process documentation creation and verification
- Performs departmental receiving/shipping as required
- Assist with creating 'Tech Tips' for new issues, escalation and resolution as required
- Stays current with system Information, changes and updates
- Research required information using available resources
Required/Preferred Education and Experience
- 2-year degree/certificate in electronics/biomedical preferred or
- Equivalent experience required
- Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry. required
Knowledge, Skills and Abilities
- Good customer follow up skills
- Practical experience with Microsoft Office products
- Demonstrated self-starter
- Creative problem-solving skills, attention to detail and well organized
- Strong interpersonal skills and the ability to work in a team environment
- Effective oral and written communication that is appropriate for the situation
- Proper phone etiquette and effective listening skills
Travel Requirements
- Occasional travel to customer site, up to 10%
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's 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.
The hourly pay rate for this position is:
$29.00 to $30.00Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.
Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.
ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
Top Skills
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.
