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Technical Support Team Leader

Location: Chelmsford, MA

Resuscitation

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:

Focused position that ensures a service-oriented and professional working environment by assisting the supervisor with the performance of the help desk and its team members. Maintain a close working relationship with the CQA Regional Managers. Team leaders are knowledgeable of all reporting methods, ZOLL documentation systems, and organizational practices.

Essential Functions:

  • Serve as a liaison between the assigned QA Regional Managers and team members
  • Indirect reporting to CQA Regional Managers. Point of contact when CQA Regional Manager is unavailable.
  • Addresses and resolves escalated calls, complaints, questions, and inquiries, as needed.
  • Informs CQA Regional Manager of escalated support inquiries.
  • Facilitates cross-functional communication amongst help desk team for improved working conditions.
  • Encourages, supports, and motivates peer team members.
  • Motivates and inspires the team to maximize their potential.
  • Mentors helpdesk group members. Train and assist with methods and systems.
  • Continually seeks development opportunities, and provides guidance to team members for growth path.
  • Builds a productive work environment for all team members.
  • Works with consultant to develop soft skills amongst group members.
  • Serves as a resource within Service for newly released ZOLL products. Provides Support for authorized ZOLL Service Providers World-Wide.
  • Projects support as needed

Skill Requirements:

  • Strong technical and troubleshooting skills.
  • Demonstrate the ability to manage 1-5 direct reports.
  • Strong knowledge of customer care techniques and processes.
  • Exceptional analytical and listening skills.
  • Excellent oral and written skills.
  • Able to lead discussions and meetings effectively as a facilitator
  • Knowledgeable and skilled with MS-Office products.
  • Ability to operate well in a call center team environment.
  • Keenness and flexibility to work extended hours.
  • Talent for coaching, motivating, and interacting with people.
  • Communicates the company's purpose, core values, vision to the frontline support employees.
  • Proficient with ZOLL products, ZOLL documentation systems, and ZOLL methods and services.
  • Willingness and ability to visit key accounts, with the CQA Regional Manager, or in place of the CQA Regional Manager
  • Capable of travel both domestically and internationally.
  • Valid passport and driver's license.

Required/ Preferred Education and Experience:

  • 2 year degree or 3-5 years of equivalent work experience
  • Experience in call center functions and activities.

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