Device Tracking Coordinator

ZOLL Medical Corporation•Chelmsford, MA

4d•$23 - $25•Remote

About The Position

Responsible for providing developing-level administrative and operational support to the Device Tracking team. This role performs routine customer outreach, documentation, data entry, ERP/database updates, queue monitoring, and support activities related to device tracking audits, product registrations, and device corrective actions. Work is performed with moderate supervision and follows established procedures, with escalation of complex or non-routine issues as appropriate. At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. At ZOLL, you won't just have a job. You'll have a career—and a purpose. Join our team. It's a great time to be a part of ZOLL!

Requirements

High School Diploma or equivalent required
At least 1+ year of related experience in customer service, administrative support, data entry, quality, regulatory, medical device, ERP/database support, or a related business environment.
Working knowledge of Microsoft Outlook, Word, and Excel.
Ability to accurately enter, review, update, and maintain information in spreadsheets, logs, databases, ERP systems, or other tracking tools.
Ability to learn and use Microsoft Access, Oracle, ERP systems, and other Device Tracking tools used by the business.
Ability to navigate Oracle or other ERP/database systems to look up and update routine Device Tracking information.
Strong attention to detail and accuracy when documenting customer communications, device information, and audit or corrective action activity.
Good oral and written communication skills.
Professional customer interface skills, including the ability to communicate clearly and courteously by phone and email.
Ability to follow written procedures, work instructions, templates, and assigned workflows with moderate supervision.
Strong organizational skills and ability to manage assigned tasks and priorities.
Ability to recognize routine data discrepancies, incomplete information, or documentation gaps.
Ability to identify when issues require escalation.
Ability to work successfully with team members and other departments.

Nice To Haves

Two-year degree preferred
Prior Device Tracking, quality system, regulatory, medical device, Oracle, ERP, Microsoft Access, or audit support experience preferred.
Basic understanding of Device Tracking processes, audit support activities, product registration handling, and quality system expectations preferred.
Willingness to continue developing Device Tracking knowledge and system proficiency.

Responsibilities

Perform customer outreach activities, including follow-up phone calls and customer emails related to device tracking audits, product registrations, device corrective actions, or other Device Tracking activities using approved company communication tools, such as Microsoft Outlook.
Document customer communications and communication attempts accurately and completely in designated call logs, trackers, databases, or applicable systems, such as Microsoft Excel, Microsoft Access, or other approved tools.
Review, organize, and process Device Tracking information received through customer responses, product registrations, returned mail, email, phone calls, or other established channels.
Perform routine data entry and updates in approved systems to support the accuracy and completeness of Device Tracking records.
Navigate ERP/database systems, such as Oracle or other approved systems, to look up, verify, and update Device Tracking information as assigned.
Support the execution of Device Tracking audit activities, including customer mailings, follow-up communications, response tracking, documentation, and routine reconciliation activities.
Support device corrective action activities by completing assigned customer communications, tracking responses, reviewing returned mail, documenting follow-up attempts, and updating applicable records.
Monitor assigned shared inboxes, queues, worklists, or trackers, including the DTF queue or other Device Tracking workflows.
Identify routine discrepancies, missing information, or data inconsistencies and take appropriate action in accordance with established procedures.
Escalate complex, conflicting, or non-routine issues to more experienced team members or the Device Tracking Supervisor.
Follow established procedures, work instructions, templates, and quality system requirements when completing assigned tasks.
Work with Device Tracking team members and other departments to support the collection, review, and maintenance of accurate Device Tracking information.
Assist with routine reporting inputs, status updates, or data summaries related to audits, device corrective actions, product registrations, or Device Tracking activities.
Maintain confidentiality, accuracy, and integrity of customer, device, and business-related information.
Assist with team administrative tasks, documentation support, file organization, and process support activities.
Perform other duties and responsibilities as assigned.