Technical Support Representative II

Location: Chelmsford, MA


ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job Summary:

The Representative will be responsible for provide Tier I and Tier II support of our medical device products. Including assisting customers and Sales Reps via the telephone and email with support of our products. This also includes interacting and escalating issues with our other product teams to ensure that the customer expectations are met.

Essential Functions:

  • Provide support for technical inquires related to ZOLL products via telephone or email on a daily basis

  • Follow up on inquiries, and ensures satisfactory customer resolution

  • Accurate data entry of claim into Oracle tracking system and completion of the Customer Call Report

  • Assist with the development of junior reps by mentoring them.

  • Occasional on-call phone support for evening and weekend emergencies

  • Ensuring ZOLL is represented with the highest degree of professionalism

  • Occasional travel to customer site for troubleshooting and installation support

  • Research required information using available resources

  • Stays current with system information, changes, and updates

Skill Requirements:

  • Attention to detail and well organized

  • Proper phone and email etiquette and effective listening skills

  • Strong interpersonal skills and the ability to work in a team environment

  • Effective verbal and written communication that is appropriated for the situation

  • Creative problem solving skills and good customer follow up skills

Required/ Preferred Education and Experience:

  • 4 year degree in electronic/Biomedical (preferred), or equivalent experience

  • Preferred Paramedic Certification, with 2 years of complementary experience

  • 2 year degree/ Electronic Certification, with 5+ years of complementary experience

  • Minimum of 2 years prior technical support data experience working directly with customers or equivalent experience working in a technical capacity within the industry.

  • Experience in Clinical environment preferred

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