Field Support and Service Programs Coordinator

ZOLL Medical Corporation•Chelmsford, MA

21d•$21 - $32

About The Position

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. ZOLL Medical does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need ZOLL immigration sponsorship (e.g. H1B, TN, STEM, OPT, etc.) either now or in the future. Job Summary Responsible for managing the logistics of the Preventive Maintenance Programs from beginning to end, by initiating the processes and following through to completion.

Requirements

Two Year College Degree or equivalent experience
3-5 years of customer service and logistics experience
Motivated self-starter with the ability to exercise own judgement
Ability to work independently, with little or no supervision
Capable of prioritizing activities and performing multiple tasks
Energetic, creative, goal-oriented team player
Heightened sense of personal responsibility including punctuality, attendance and commitment
Experience in Logistics area
Attention to detail
Previous Customers interface skills
Excellent communication skills, both oral and written
Organization and internal customer interface skills
ERP systems experience, preferably Oracle

Responsibilities

Manage Preventive Maintenance process, for Preventive Maintenance sold at Time of Sale, Extended Warranty and PM Only Programs
Generate and maintain preventive maintenance schedules in ERP system
Create cases in Sales Force (CRM) for tracking throughout the PM process
Work closely with the Customer Quality Assurance Global Manager on work assignments, PM scheduling, availability and cost effectiveness for field visits.
Create service parts order to ensure parts shipped prior to scheduled service visit
Manual creation of service requests for preventive maintenance and shipment of service loaners
Investigate and work with appropriate departments to resolve issues that impact Preventive Maintenance process and customer satisfaction
Provide customer with copy of their service records upon completion of service visit
Maintain and update customer data in ERP and CRM with pertinent information if required
Manage and communicate closely with high profile customers ensuring deadlines and customer expectations are met
Work on special projects as assigned by Management
Research Serial Number inquiries as needed
Work with Customer Quality Assurance Global Manager to determine feasibility for Onsite PM contracts
Work with various department within ZOLL
Run monthly reports and provide management with updates