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Assistant Customer Quality Assurance Manager

Location: Cleveland, OH

Resuscitation

Overview

 

 

Responsible for ensuring ZOLL is meeting customer service and product expectations whether an  escalated  capacity,  support role, deployment,  education,  training,  proactive  setting, and/or follow-up to a service ZOLL has provided.  The Assistant Customer Quality Assurance Manager will support and service' the ZOLL  customers as directed by his/her management, in an effort to give the  customer the best possible experience with  ZOLL. This position is required to work  fluidly with  Sales, CQA Engineering, Service Depot, Technical Support and Service Business Administration on all post-sales  activity  as  it relates  to  the customer. Reports to the Regional Manager, Customer Quality Assurance.

Responsibilities

  • Complete responsibilities related to meeting customer expectations at the direction of the CQA Global Manager in accordance with ZOLL service goals, targets and objectives.
  • Visit and manage customers effectively in proactive and reactive circumstances. Frequent and routine travel to customer sites is a requirement of the position. Up to 50% domestic travel, with occasional international travel to support global development
  • Tactically deploy individuals regionally and work flu idly within ZOLL organization to meet customers' expectations
  • Liaison for deployments, educations and training, support, depot service and product concerns
  • Escalation support for the Technical  Support Representatives
  • Collaborate with Regional team of support reps to respond to customer needs within their geography
  • Develop, monitor and publish metrics as it relates to field support and customer interaction
  • Maintain & communicate customer specific information  related to field support activity
  • Expense reporting and budget management based on travel requirement
  • Manage and perform ECG analysis Algorithm reviews and provide customer correspondence
  • Provide support to other CQA Managers as required
  • Special projects and other duties as assigned.
  • Annual ZOLL product training requirement of 40 hours to maintain proficiency

Qualifications

  • Ability to lead discussions and meetings effectively as facilitator
  • Ability to meet objectives in a timely manner
  • Excellent verbal and written communication skills
  • Exceptional organization skills and the ability to schedule tactically
  • Must be highly proficient with Excel and Access; must have experience with other Windows applications such as Word.
  • Creative problem solving skills and good customer follow up skills

 Requirements:

  • Bachelor's Degree or equivalent
  • Minimum 10 years' experience interfacing with external customers is required
  • Current Passport
  • Valid Drivers License

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 Oppotunity Employer M/F/D/V.