Director of Customer Support

ZOLL Medical Corporation • Atlanta, GA

6d • $105,000 - $120,000 • Hybrid

About The Position

ZOLL Itamar is seeking an experienced Director of Customer Support to lead its Technical Customer Service team and provide excellent support to patients, customers, sales representatives, and clinicians. The role oversees customer-service inquiries and technical troubleshooting, with the goal of creating engaged customers while driving high performance, operational efficiency, and customer satisfaction.

The Director leads 24/7 call-center operations, technical support agents, and remote troubleshooting teams; establishes and monitors service metrics; and directs workforce planning, scheduling, staffing, and budgeting. The role is also responsible for compliant documentation and processing of customer inquiries, technical issues, and product feedback under FDA and other medical regulations. As the escalation point for complex clinical or technical failures involving diagnostic medical equipment, the Director collaborates with Field Service Engineering and R&D to share customer insights and recurring product or software issues.

The Director builds and develops support managers, technical leads, and customer-service representatives, and oversees training on products, software and hardware, medical terminology, and regulatory compliance. This is a hybrid position with 5% travel outside the normal office area. The stated annual salary range is $105,000 to $120,000.

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 examples.
• Advanced Excel skills, including pivot tables, 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.
• Experience with external and internal audit procedures.
• Strong communication, stakeholder-management, and cross-functional leadership abilities.
• Highly organized, with exceptional attention to detail and the ability to multitask and work under pressure.
• Strong analytical and reasoning skills and excellent verbal and written communication skills.
• Ability to learn quickly and understand a wide range of issues and topics.
• Ability to plan and delegate work effectively and work independently as part of a dynamic team.
• Flexibility to work late hours and weekends if needed.
• Advanced English proficiency.

Nice To Haves

• An advanced degree or MBA.
• Experience in handheld medical technology.

Responsibilities

• Oversee 24/7 call-center operations, technical support agents, and remote troubleshooting teams.
• Establish, monitor, and report 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 to address 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.
• Act as the ultimate escalation point for high-priority clinical or technical failures involving diagnostic medical equipment.
• Collaborate with Field Service Engineering to communicate 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 the creation and delivery of training 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