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Supervisor, Technical Support

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:

Oversees the day to day operations of the Technical Support Help Desk, which is responsible for providing technical and clinical product support to customers, Sales, Subsidiary offices and International Distributors via telephone and Email. Operates in a crisis intervention mode to diagnose problems and determine best course of corrective action.

Essential Functions:

  • Highly motivated leader that actively mentors and develops team members performance
  • Supervises and Monitors the Technical Support Helpdesk
  • Provides Technical and Clinical product support via telephone, email, and fax. Establishes and manages phone support schedule to achieve departmental goals
  • Develops metrics to monitor and manage team performance
  • Insures that Sales Orders are booked and processed in timely manner
  • Manages accurate completion of the Customer Call Reports
  • Develop staff training program to keep the team up to date on all products
  • Maintain the Tech Support lab and assure that equipment is readily available and at the latest release.
  • Manages 24x7 on call phone support for evening/weekend emergencies
  • Reviews and ensures review of new Product Service Setup and Documentation
  • Liaison between Regional Customer Assurance Managers for escalated customer issues
  • Performs employee reviews in month required
  • Suggests and creates new programs to improve customer satisfaction

Skill Requirements:

  • Motivated self-starter
  • Excellent written and verbal communication
  • Customer oriented problem solving skills and analytical/investigative expertise
  • Deals effectively with other in antagonistic situations using appropriate interpersonal styles and methods to reduce tension or conflict.
  • Strong PC Skills

Required/ Preferred Education and Experience:

  • 4 year degree in electronics/biomedical (preferred), or equivalent experience
  • 2 year degree with 5-7 years of experience

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