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Manager of Technical Support (Customer Care)

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: Manages a team of Technical Support Specialists responsible for troubleshooting/resolving LifeVest equipment related challenges; and also reinforcing patient training and education. Efficiently coordinates equipment replacement and patient follow up visits as needed.  Effectively collaborates with internal business partners, particularly Engineering and Manufacturing, to drive system enhancements and process improvements.  Achieves all quality and productivity metrics and objectives, while driving the highest level of customer service and patient satisfaction.  Assures that documentation, especially if connected with alleged equipment failures or complaints, is completed in an accurate and timely fashion.  Leads the review of sensitive cases to assure that Field Sales receives a comprehensive response.  Supports our customers (physicians) with questions and system set-up issues.  Establishes policies and procedures; used as a model for our International Business.

Essential Duties and Responsibilities:

  • Manages a team of support personnel who troubleshoot product issues.
  • Implements policies and procedures regarding problem identification, documentation and resolution
  • Provides consistent training; assures up-to-date reference materials
  • Measures, tracks and drives individual and team productivity and quality
  • Ensures timely and effective issue resolution. Evaluates and suggests changes to products and services
  • Leads; directs and models the work ethic and behavior expected of others
  • Motivates and inspires team to meet or exceed unit metrics/objectives while driving patient satisfaction
  • Collaborates effectively with all areas (i.e. Engineering; Shipping; Regulatory; Manufacturing; etc.)
  • A wide degree of creativity and latitude is expected to effectively support and service our patients
  • Performs other duties as assigned by Management.

Supervisory Responsibilities:  Directly supervises employees in the Technical Support Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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.

Educations and/or Experience:

  • Bachelor’s degree in Business, Healthcare Administration or other related field
  • At least 7 years of management experience
  • Call Center or Technical Support experience preferred
  • Solid metrics and reporting experience
  • Ability to manage teams with multiple, complex functions through competing priorities
  • Polished, strong communication; collaboration, and project management skills
  • Resourceful; results oriented, data driven; entrepreneur spirit; ability to motivate and inspire teams

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 occasionally 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.

 

ZOLL is an Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

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