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Field Support and Service Programs Coordinator

Location: Chelmsford, MA


ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job Summary:            

Responsible for managing the logistics  of the Field Support Preventive Maintenance Programs from beginning to end, by initiating the processes and following through to completion as well as entry of Service Contracts into the ERP system.

Essential Functions:

Field Support Preventive Maintenance, New Purchase, Extended Warranty and PM Programs

  • Manage Field Support Preventive Maintenance process, for PM’s sold at Time of Sale, Extended Warranty and PM Only Programs
  • Maintain schedule for PM’s performed by the Field Support team by working closely with the Field Support Supervisor on scheduling, availability and cost effectiveness 
  • Enter Field PM order and schedule information into Sales Force
  • Open service requests in Oracle for Preventive Maintenance and service loaners
  • Investigate and work with appropriate departments to resolve issues that impact Preventive Maintenance Process
  • Contact customers upon the completion of the PM to ensure customer satisfaction and retrieval of loaners if sent.
  • Track all Field PM’s and report on a monthly basis to Management
  • Run monthly the “Sales Sold” report.  Update databases with pertinent information if required
  • Work on special projects as assigned by Management
  • Provide backup to In House PM Coordinator and Upgrades Coordinator 
  • Research Serial Number inquiries as needed
  • Work with Field Support Manager to determine feasibility for Onsite PM contracts

Skill Requirements:

  • Motivated self-starter with the ability to exercise own judgement
  • Ability to work independently, with little or no supervision
  • Capable of prioritizing activities and performing multiple tasks
  • Energetic, creative, goal-oriented team player
  • Heightened sense of personal responsibility including punctuality, attendance and commitment
  • Experience in Logistics area
  • Attention to detail
  • Previous Customers interface skills
  • Excellent communication skills, both oral and written
  • Organization and internal customer interface skills
  • ERP systems experience, preferably Oracle
  • CRM experience, preferably Salesforce

Education Requirements:

  • Two Year College Degree or equivalent experience
  • 2-3 years of customer service and logistics experience

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990