Customer Care - Supervisor of Technical Support

Location: Remote, 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.

Job purpose

Supervise team providing technical support to patients, families and medical professionals in the use of the LifeVest via phone and email contact.             

Duties and responsibilities

  • Participate in the recruiting, interviewing and hiring process for new Tech Support Staff including requisition submission, new hire setup requests and any required accompanying paperwork.
  • Provide and coordinate training as needed and ensure all staff are trained to properly execute their job responsibilities.
  • Manage shift scheduling, call off, PTO and breaks to ensure proper phone coverage.
  • Supervise staff on shift, provide leadership and guidance and address escalations from the team
  • Perform quality review and provide coaching to drive improvement and continued success.
  • Provide data for metrics as assigned and work with management, seniors and team in order to meet goals within shift
  • Enforce all team standards and procedures across shift
  • Work with employees to provide coaching and feedback and to address any areas for improvement up to and including preparation for disciplinary action.
  • Oversee on Call Support staffing, equipment, procedures and compensation
  • Performs other duties as assigned by Management.

Qualifications

•           Bachelor’s degree in related field preferred

•           A minimum of 3 years experience in customer service/technical support

•           A minimum 1 year supervisory or lead experience in a Customer Service environment.

•           Working knowledge of Microsoft Office with an intermediate knowledge level of Excel

•           Strong written and oral communication skills

•           Strong and creative problem-solving skills and adaptability

•           Experience leading meetings and creating training documents

•           Experience coaching for both improvement and success

•           Fluency in Spanish is a plus.

Working conditions

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.

This position is generally performed in a typical office environment that is usually quiet.  Employee is expected to work collaboratively with team members, as well as able to work independently with limited supervision.  Work will require significant computer and telephone work.

Physical requirements

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms

Supervisory responsibility

Assists manager in supervising employees in the Technical Support Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

AAP/EEO Statement

ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.

Equal Opportunity Employer – Disability and Veteran

ZOLL now mandates COVID vaccinations subject to legal exemptions.

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