Team Lead - San Jose, CA

Location: US CA San Jose

Itamar

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 Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar’s corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Type

On Site - San Jose, CA

Job Summary

This role is a key supporting position for the designated North America Region. Overseeing the WatchPAT Direct Team at the San Jose Office. This position is responsible for the end-to-end WatchPAT mail-out fulfilment process, patient outreach, and training the team on new processes.  

Essential Functions

  • End-to-end responsibility for the WatchPAT Direct device fulfilment process (including, but not limited to, entering new patients into the relevant SW platforms, initializing WatchPAT devices, create shipping labels, uploading studies, making outbound calls to patients, etc).

  • The team lead will have their own accounts, assigned to them, and will perform all tasks related to device fulfillment and patient outreach.

  • Handle the ongoing communication with WatchPAT Direct accounts and ensure their needs and requests are addressed in a timely manner via, phone, texts, emails.

  • Provide day-to-day coaching of the WPD team members on their daily work using performance metrics, and company processes to ensure team members are performing in-line with company standards.

  • Train new staff members within the Account Services Team, Patient Services Team, and create training programs as needed with collaboration with the Atlanta GA, leadership.

  • Monitor and manage all related software tasks (Cloud PAT, Somnoware, Salesforce etc.)

  • Create and handle all basic administrative functions including user account maintenance, reports, and dashboards, KPI’s, workflows and other routine tasks.

  • Provides leadership, support, and guidance to management.

  • Participates in the implementation of departmental initiatives and strategies via Teams, ZOOM, shared channels.

  • Daily audits on fulfillment and outbound calls.


Required/Preferred Education and Experience

  • Bachelor’s or associate degree preferred.

  • 2 -3 years of customer service experience required.

  • 1 year of technical skills required.

  • Salesforce experience preferred.


Knowledge, Skills and Abilities

  • Strong customer service skills.

  • Must be able to communicate always effectively & maintain professional conduct.

  • Organized, self-starter with the ability to handle numerous projects and prioritize workload with minimal supervision.

  • Intermediate to Advanced knowledge of Excel

  • Profound knowledge in Salesforce a plus


Travel Requirements

  • Required travel for (60) days of initial training at the Atlanta GA site.

  • This position does not include travel outside of training and possible short local trips to the bank and/or Postal Service, etc.


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

Compensation: $29.00/hr.


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' 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.


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.