Manager, Operations Germany, Austria & Benelux

Location: Cologne, Germany


We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Resuscitation division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

Location: Köln (Rodenkirchen)

Fluency in German and English are required for the role


To deliver world-class sales operations support to our Sales Teams and Business Partners across all southern Europe markets to support share gain and profitable growth.

Market Segments supported: Hospital, EMS, Military, Public Safety Sales

Essential Functions:

  • Reporting to: International Sales Operations Director
  • Nurture and develop centre of operational excellence in our Central European Territories
  • Manage satellite operations offices and facilities
  • To assist development of, and to operate within, the 3 year strategic framework, and annual business plan
  • To cascade objectives, targets and metrics to the regional team
  • Operate within agreed budgets/opex/financial models and delegated authorities
  • To ensure business compliance with all ZOLL corporate guidelines
  • Provide monthly metric submissions and quarterly regional business reports
  • To provide management oversight and development of local management structures in line with and to support the European Operations plan
  • Ensure sustained high levels of customer satisfaction for our Hospital, EMS, Military and Public Access Defibrillation customers and business partners
  • Continuous review, development and implementation of SOPs to support compliance with all regulatory and QA standards
  • Support the Sales organisation in bidding quoting and local proposal generation
  • Ensure adherence to discounting structures and approval levels on quotes, bids and tenders
  • Project manage large-scale service contract mobilisation across territory
  • Visit customers and business partners in support of the Sales team to continuously maintain and improve long-term customer satisfaction levels
  • Work in close partnership with Marketing and sales and Tech Service, Logistics and Sales Operations colleagues in our US HQ in Chelmsford, MA and with QA and Tech Service colleagues in our Circulation Division in San José, CA
  • Develop and leverage best practice in support of continuous improvement culture, and development of customer journey pathways, and standardised system workflows.
  • Oversee pan European operations development initiatives as tasked by the International Sales Operations Director.

Key Metrics:

  • Revenue and Order Bookings
  • QA Open Audits and non conformances
  • Customer Service
    • Order processing cycle time
    • Speed of response to customers
    • Order accuracy
  • Logistics
    • Customer service levels/order fill rates
  • Bids & Tenders
    • Tender win rate
    • Bid score improvement
    • Timely submission
  • Service Contracting

            Service Contracts Mobilisation - PluscareRescue Ready

  • NPS Customer satisfaction
  • Operations P&L GM and ROS contributions
  • Productivity measures as directed by the International Sales Operations Director

Required/Preferred Education and Experience:

  • 5+ years’ P&L responsibility
  • Track record of supporting a capital medical sales force
  • 5+ years’ people management – demonstrable experience of hiring, developing and motivating high performing teams of professional staff
  • 5+ years' experience in providing support to a capital medical sales force
  • Technical knowledge of medical device and the European regulatory environment
  • Undergraduate degree
  • Working for a growth company
  • Track record of strong project execution