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Assistant CQA Manager

Location: Remote, OH


Job Summary:

Responsible for ensuring ZOLL is meeting customer service and product expectations whether it's in 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 Regional Manager will support and service the ZOLL customers as directed by his 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.

Essential Functions:

  • 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 75% domestic travel, primarily within the defined US regional geography.
  • Tactically deployed regionally and work fluidly 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
  • Provide support to other CQA Managers as required
  • Annual ZOLL product training requirement of 40 hours to maintain proficiency
  • Special projects and other duties as assigned

Skill Requirements:

  • 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

Required/Preferred Education and Experience:

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

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