Customer Care - Manager of Technical Support

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 Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest, the world first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.
• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.
• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

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.

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 Summary

Manages a team of Product Technical Support Specialists who are responsible for troubleshooting and resolving ZOLL Cardiac Management Solutions (CMS) equipment related challenges; and reinforcing patient training and education.

Essential Functions

• Manages a team of support personnel who troubleshoot product related issues.
• Oversees a team of supervisors, seniors, and training coordinators.
• Implements policies and procedures regarding problem identification, documentation, and resolution.
• Provides ongoing coaching and training and assures training and reference materials are available and up to date.
• Develops individual and team metrics, ensures ongoing measurement and tracing of key performance data, and drives individual and team productivity and quality.
• Ensures timely and effective issue resolution.
• Evaluates, suggests, and drives changes to products and services.
• Leads, directs, and models the work ethic and behavior expected of others.
• Foster a positive and inclusive team culture, promoting collaboration, recognition, and professional development opportunities.
• Motivates and inspires teams to meet or exceed unit metrics/objectives while driving patient satisfaction.
• Collaborates effectively with cross-functional colleagues (i.e., Engineering; Shipping; Regulatory; Manufacturing; Reimbursement, etc.).
• Identifies, leads, and drives key projects and initiatives that support process and quality improvement and productivity and efficiency increases.
• A wide degree of creativity and latitude is expected to effectively support and service our patients.
• Directly supervises employees in the Technical Support Department. Fulfills 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.

Required/Preferred Education and Experience

• Bachelor's Degree in Business, Healthcare Administration or other related field required
• At least 7 years of management experience
  required
• Call Center of Product Support experience
  preferred
• Solid metrics and reporting experience required

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'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.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.