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Senior Technical Support Specialist

Location: Pittsburgh, PA

Cardiac Management Solutions

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.

Lead the work of the Technical Support team providing technical support to patients, families and medical professionals in the use of the LifeVest via phone and email contact.

Essential Duties and Responsibilities:

  • Creates and rolls out procedure, process and work instruction for the Technical Support team.
  • Completes assigned quality review and identifies areas for improvement for Technical Support Specialist and department.
  • Creates, maintains and conducts training components for new team members as well as skills enhancement and continuing education for existing team members.
  • Leads Emergency Response, International Support , escalation of sensitive cases and other high priority areas as assigned.
  • Leads new initiative development teams as needed.
  • Addresses patient issues/concerns escalated by the Technical Support Specialists and determines resolutions.
  • Works with other teams to optimize workflow and increase efficiencies.
  • Provides exceptional customer service and troubleshooting to our patients, medical professionals and field personnel.
  • Provides on-call support to Technical Support team and/or field personnel and patients as needed.
  • 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 Specialist as needed.
  • Performs other duties as directed by Management.      

Supervisory Responsibilities:  None.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

The shifts associated with this position are: Tues-Sat 3-11:30pm and Tues-Sat 11:30pm-8am

Educations and/or Experience:

  • Associates/Bachelors degree in related field.
  • Minimum two years experience in a technical support environment or equivalent. 
  • 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

Language Skills:  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

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. 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; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:

  • 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.

 

ZOLL is an Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

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