Customer Care - Manager of Technical Support

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

Manages a team of Technical Support Specialists responsible for troubleshooting/resolving LifeVest equipment related challenges; and also reinforcing patient training and education. Efficiently coordinates equipment replacement and patient follow up visits as needed.  Effectively collaborates with internal business partners to drive system enhancements and process improvements.  Achieves all quality and productivity metrics and objectives, while driving the highest level of customer service and patient satisfaction.  Assures that documentation, especially if connected with alleged equipment failures or complaints, is completed in an accurate and timely fashion.  Leads the review of sensitive cases to assure that Field Sales receives a comprehensive response.  Supports our customers (internal and external) with questions and system set-up issues.  Establishes policies and procedures; used as a model for our International Business.          

Duties and responsibilities

• Manages a team of support personnel who troubleshoot product issues. 

• Implements policies and procedures regarding problem identification, documentation and resolution

• Provides ongoing coaching and training and assures training and reference materials are available and up-to-date

• Develops individual and team metrics, ensures ongoing measurement andtracing of key performance data and drives individual and team productivity and quality

• Ensures timely and effective issue resolution. Evaluates, suggests, and drives changes to products and services

• Leads, directs and models the work ethic and behavior expected of others

• Motivates and inspires team to meet or exceed unit metrics/objectives while driving patient satisfaction

• Collaborates effectively with cross-functional colleagues (i.e. Engineering; Shipping; Regulatory; Manufacturing; Reimbursement etc.)

• Identifies, leads and drives key projects and initiatives that support process and quality improvement and productivity and efficiency increases

• A wide degree of creativity and latitude is expected to effectively support and service our patients

• Performs other duties as assigned by Management.

Qualifications

Qualifications include:

• Bachelor’s degree in Business, Healthcare Administration or other related field

• At least 7 years of management experience

• Call Center or Technical Support experience preferred

• Solid metrics and reporting experience

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.

 The noise level in the work environment is usually quiet.

Physical requirements

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 and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Supervisory responsibility

Directly supervises 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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