Senior Manager, Global Technical Service Repair Depot

Location: Chelmsford, MA, United States of America


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: Seeking a skilled and experienced senior manager to join our team. The ideal candidate will have extensive experience managing technical service and repair operations in a global environment. This position requires strong leadership skills, a passion for quality, continuous improvement, and a commitment to customer satisfaction. The Sr Manager will lead and provide strategy for the ZOLL global technical service depots in supporting customer returned product repairs and preventive maintenance.

Essential Functions:

  • Lead and manage the global technical service depot operations, including the development and implementation of procedures and processes to ensure timely, high-quality repairs and preventive maintenance of products.

  • Collaborate with cross-functional teams, including engineering, manufacturing, and supply chain, to drive continuous improvements in repair quality, cycle time, and cost.

  • Develop and manage repair depot metrics and reporting, including performance against service level agreements (SLAs), quality metrics, and financial targets.

  • Manage repair depot budget, including forecasting, budget planning, and variance analysis.

  • Develop and maintain strong relationships with internal stakeholders, to ensure a high level of customer satisfaction.

  • Identify and implement best practices for service depot operations, including the use of technology and automation to streamline processes and improve efficiency.

  • Develop and providing coaching and mentoring to Service depot leaders to ensure that their team members have the necessary skills and resources to succeed.

  • Ensure proactive discussion and adherence to the ZOLL Guiding Principles.

Skills Requirements:

  • Strong leadership and people management skills, with a track record of developing and leading high-performing teams.

  • Experience managing technical service and repair operations in a global environment.

  • Experience working in a regulated industry, with a strong understanding of quality and compliance requirements.

  • Strong analytical and problem-solving skills, with the ability to use data to drive decision-making and continuous improvement.

  • Excellent communication and interpersonal skills, with the ability to build strong relationships with internal stakeholders.

  • Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.

  • Proven experience with computer software applications.

  • Strong leadership and coaching skills.

  • Availability and willingness to travel up to 10% of the time.

Required/Preferred Education and Experience:

  • Bachelor's degree in Engineering, Business, or a related field; MBA preferred.

  • Minimum of 10 years of experience in technical service and repair operations, including at least 5 years in a leadership role.

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.