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Customer Support Representative

Location: Pittsburgh, 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.

Position Summary:  Responsible for providing non-clinical customer support to patients wearing a ZOLL Cardiac Diagnostics monitor

The shift for this position will be Monday-Friday 10:30am-7pm

Essential duties and responsibilities

  • Acts as first point of company contact/coordination for patients and Physicians
  • Provides high quality and timely customer support for product and service inquiries
  • Receive customer service calls from patients, accounts and Account Managers
  • Provides education to patients who are starting service
  • Troubleshoots device errors
  • Contacts patients for monitoring compliance
  • Documents notes in patient accounts
  • Delivers reports to Physicians as requested
  • Reconciles device inventory in Physician offices and coordinates with Account Managers
  • Orders inventory for patients and Physicians
  • Processes medical orders
  • Processes faxes received and directs them to the appropriate destination
  • Manages customer information in Epicor software
  • Creates sales orders and RMAs as necessary
  • Acts as a liaison between internal and external customers
  • Successfully manages customer relationships
  • Meets productivity goal metrics
  • All other duties as assigned by management

Supervisory Responsibilities: None.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.


  • High school diploma or equivalent (Associates or Bachelor’s degree preferred)
  • Knowledge of MS Office suite
  • Previous customer service experience required (healthcare experience preferred)
  • Exceptional customer service skills and acumen
  • Excellent computer skills
  • Ability to multi-task and stay organized
  • Strong oral and written communication skills
  • Empathy for direct patient contact

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands:

  • 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 frequently required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment: 

  • 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.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.