Director of Customer Support

ZOLL Medical • Atlanta, GA

4d • Hybrid

About The Position

ZOLL Itamar is seeking an experienced Director of Customer Support to lead and develop its Technical Customer Service team. The role oversees support for patients, customers, sales representatives, and clinicians, addressing customer service inquiries and technical troubleshooting while promoting efficient operations, strong customer engagement, high performance, and customer satisfaction.

The Director leads 24/7 call center operations, technical support agents, and remote troubleshooting teams. Responsibilities include setting and tracking service KPIs, planning staffing and schedules, managing capacity and budgets, and ensuring customer issues and product feedback are documented and handled in accordance with FDA and other medical regulations. The Director also serves as the escalation point for high-priority clinical or technical failures involving diagnostic medical equipment, collaborates with Field Service Engineering and R&D on product and software issues, and builds and trains a high-performing support organization.

This is a hybrid position with 5% travel outside the normal office area. The position may require late hours and weekend work when needed. The annual salary range is $105,000 to $120,000. Applications are accepted on an ongoing basis until the position is filled.

Requirements

• Bachelor’s degree in healthcare management, biomedical engineering, or a related technical or scientific field.
• At least 5 years of progressive leadership experience in call center management.
• At least 3–5 years of leadership experience in the medical device or healthcare technology industry.
• Working knowledge of FDA regulations, including 21 CFR Part 820, ISO 13485 quality management systems, and medical device complaint-handling workflows.
• Strong technical aptitude and ability to understand integrated hardware-software medical systems.
• Proficiency with enterprise CRM and call center software; Salesforce and Five9 are given as examples.
• Outstanding communication, stakeholder management, and cross-functional leadership skills.
• Advanced Excel skills, including pivots, charts, and formulas.
• Experience with medical devices and technical troubleshooting.
• Advanced computer skills, including Word, Excel, Outlook, and Salesforce.
• Experience with telephone systems and call-tracking technology.
• Strong organizational skills, attention to detail, multitasking ability, and ability to work under pressure.
• Strong analytical and reasoning skills and excellent verbal and written communication skills.
• Ability to learn quickly, plan and delegate work, and work independently as part of a dynamic team.
• Flexibility to work late hours and weekends if needed.

Nice To Haves

• Advanced degree or MBA.
• Experience in handheld medical technology.
• Experience with external and internal audit procedures.
• Advanced English proficiency.

Responsibilities

• Oversee 24/7 call center operations, technical support agents, and remote troubleshooting teams.
• Establish, monitor, and report on KPIs, including First Response Time, Average Handling Time, Customer Satisfaction, abandoned call rate, and service level agreements.
• Direct workforce management, including capacity planning, shift scheduling, staffing, and budgeting for peak volumes and emergency healthcare demands.
• Ensure customer inquiries, technical issues, and product feedback are documented, categorized, and processed in compliance with FDA and other medical regulations.
• Serve as the escalation point for high-priority clinical or technical failures involving diagnostic medical equipment.
• Work with Field Service Engineering to relay customer insights, recurring product issues, and software bugs to R&D.
• Build, mentor, and scale a high-performing team of support managers, technical leads, and customer service representatives.
• Oversee training programs on products, software and hardware, medical terminology, and regulatory compliance.
• Understand products and educate internal and external customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Director