Technical Service Manager

Location: Remote


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.

Job Summary: The technical Service Manager will support customer accounts for all ZOLL Resuscitation product lines, including Business Partners and end customers.  As a liaison, this manager will address reported complaints and provide support by working closely with the training, quality assurance, and field service functions to provide timely problem resolution and outstanding customer support.  The Technical Service Manager will partner in a cross-functional role with sales, operations, and service teams and be the direct service communication channel between the business partners’ customers and ZOLL Medical.

Location: Panama

Languages: Fluent English and Spanish

Essential Functions:

  • The Territory is composed of all Latin America, including Bermuda, Puerto Rico, Mexico, the Caribbean, Central America, and all of South America including Brazil.
  • Provide technical customer relations management to ZOLL Medical accounts in LATAM.
  • Identify and address training and technical service gaps for all ZOLL Resuscitation products.
  • Work closely with ZOLL’s business partner and strategic accounts managers to develop stronger service relationships with key technical personnel in the customer base.
  • Act as a technical subject matter expert on behalf of and in partnership with the sales teams.
  • Work with support functions in HQ to provide solutions and problem resolution to customers for reported complaints.
  • Identify and address complaint trends across product lines for major accounts.
  • Function as an subject matter expert (SME) on preventive maintenance and repair.
  • Report complaints promptly to meet required Service deadlines based on standard operating procedures (SOPs).
  • Coordinate upgrades and field corrective actions with HQ and Business Partners for timely completion
  • Provide support to Business Partners and Sales Managers for tender management.
  • Assist in large deployments, if necessary.
  • Work with the engineering and quality teams to track failures and provide feedback to HQ from our customers.
  • Assist in obtaining local regulatory registrations.

Skills Requirements:

  • The candidate must have completed a Bachelor’s degree program or have five years of additional experience in a technical field. Biomedical maintenance repair background is strongly preferred.
  • Excellent presentation skills up to board level
  • Customer relations management is preferred
  • Experience working in quality assurance is desirable.
  • Valid Passport & US VISA
  • Ability to travel up to 70% of the time.
  • Previous experience with ventilators and defibrillators is advantageous

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V.