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Senior Account Coordinator

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.

Works within the customer support team.  This position supports the sales force and coordinates fittings of the LifeVest product throughout the country.  This position trains Account Coordinators and acts in a lead role.

Essential Duties and Responsibilities:

  • Provides ongoing training and coaching to the Account Coordinators
  • Develop and deliver training to all new hires within the Support Services department to include company required training as well as training for job specific functions
  • Measure and evaluate results of  training using data collection tools to include internal surveys, interviews, focus groups and checklists
  • Assess the need for soft skill training along with the creation and implementation of the training
  • Manage knowledge base in SharePoint for Customer Support
  • Creates and maintains new Policies and Procedures, including patient installation, shipping/returning procedures, etc.
  • Solicits Territory Manager and Regional Manager Feedback on department performance and provides direction and Account Coordinators and other staff to resolve concerns and improve deficiencies
  • Leads process improvement initiatives
  • Develop and maintain a reference library of processes, procedures, tips and best practices
  • Monitors team performance (metrics and call quality) and supports the Customer Support Managers
  • Assure that team(s) meet all service metrics (i.e. productivity, timelines, quality, and field inventory levels)
  • Recommends changes to products, services, and support alignment to fulfill customer needs
  • Supports field sales with order processing, customer service (information gathering), and service delivery
  • Assures quality and timely patient fittings and follow-up visits uses feedback/results to drive training
  • Achieves all document collection and exception reduction goals
  • Manage customer (internal/external) relationships effectively
  • Provides feedback  in the candidate selection process and makes recommendations for hiring
  • Performs all functions associated with the Account Coordinator Position (as needed)
  • Perform other duties as assigned 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.

Educations and/or Experience:

  • Associates or Bachelor’s Degree from an accredited university or equivalent experience
  • 2 - 3 years related experience and/or training
  • SharePoint knowledge base management experience preferred
  • Experience and/or training on call quality monitoring
  • Experience in developing, implementing and delivering training is preferred
  • Knowledge of Microsoft Office Suite
  • Strong customer service experience.
  • Ability to inspire and motivate team members in a positive fashion.  Models the behavior we desire in our Account Coordinators.   Drives down ownership, and holds others accountable to meet expectations.  Ability to provide positive and constructive feedback, and to improve overall performance. 
  • Ability to deliver consistent, well thought out messages in both written and verbal fashion.  Uses the right tone, and maintains professionalism at all times. Ability to comprehend complex challenges and recommend concrete solutions.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Proactively shares information with internal and external customers.  Freely supports team members by offering tips and best practices.  Explains and demonstrates changes and holds others accountable for proper execution.  Provides positive reinforcement.
  • Is a positive influence, and delivers information in the most favorable light.  Is reliable and dependable, and willing to take the extra steps to get the job done.
  • Identifies issues, problems and opportunities. Gathers and interprets information effectively.  Generates alternatives and chooses the appropriate course of action.  Involves others in the process, and commits to action.

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.

 

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

 

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