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Service Support Engineering Manager

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:

This individual will provide leadership and management to the Service Support Engineering and Component level debug teams. Emphasis on continuous improvement with the interaction of automated systems and processes. Drive knowledge base systems that provides closed loop communication within the Service teams, QA and R & D. Develop and deploy actionable metrics to positively impact the technical activities with the Service Center(s). Drive an employee focused department providing guidance and continuous improvement activities. Develop test strategies. Assess and keep abreast of changing test technologies and drive the implementation of cost effective test strategies at ZOLL.

Responsible for staffing, supervision and performance of the Department. Initiates and assigns projects as necessary to meet organizational objectives. Monitors qualitative and quantitative aspects of work performed by department members. Provide guidance as required to develop schedules and budgets, and to complete projects according to plan.


  • Responsible for managing depot engineering support team, PCB component level including staff assessments, development and training plans
  • Deploy knowledge base system, training protocols for new and existing products
  • Develop tracking/monitoring systems around debug activities, implement processes and systems improving investigations and root cause findings
  • Develop Service Depot investigation/root case procedures and metrics
  • Development of Service technologies, automation and innovation improving on workmanship process improvement
  • Manage change order review (ECOs, PDAs and MCOs)
  • Drive communication through the Service departments on impact and upcoming changes
  • Quality and yield improvements. Investigation of root cause and implementation of corrective actions
  • Participate in yearly strategic planning for budgeting and capital investment analysis along with cost reduction activities
  • Other duties and special projects as assigned


  • Working knowledge of analog, digital and high voltage circuit design
  • Working knowledge of software design
  • Direct experience in the development of manual and automated test systems
  • Proficient in test software development, preferably with LabView and TestStand
  • Proficient in most common PC based applications (Word, Excel, etc.)
  • Working knowledge and experience with FDA QSR requirements for class 2 & 3 medical devices
  • Knowledge of LEAN, Six Sigma and statistical techniques desired

Required/Preferred Education and Experience:

  • Minimum of Bachelor Degree in Engineering, MSEE or MBA preferred
  • Minimum of 10 years of experience in test engineering and development in an electro-mechanical assembly environment including ICT, Functional Test and Reliability Test (HALT, HASS)
  • Managerial experience of 3-5 years preferred
  • Project management 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