Manager, Global Technical Service Training

ZOLL Medical Corporation•Chelmsford, MA

2d•$125,000 - $140,000

About The Position

Provide leadership structure and expert guidance to ZOLL’s worldwide network of full-time and hybrid technical service training staff, ensuring consistent, high-quality instruction across all international regions and training centers. Manage the lifecycle of technical service training programs, from development of fresh world-class content to the organization, logistics and delivery of in-person professional service training curricula supplemented with online recurrency training. Drive commercial success by developing strategies to generate revenue from ZOLL technical service training offerings. 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

6 or more years of experience in a technical management or technical training role
Experience providing technical support for medical devices, ventilators, defibrillators, monitors, or similar hospital equipment.
Excellent verbal and written communication, presentation and interpersonal skills to convey complex technical concepts clearly to diverse audiences.
Knowledge of adult learning principles and instructional design.

Nice To Haves

Bachelor’s degree (preferred) or equivalent
Accredited Technical Service Training Instructor certificate or equivalent preferred
Clinical product domain knowledge or formal clinical training is preferred, enabling effective alignment with healthcare professionals and accurate translation of clinical concepts into training content.
Familiarity with e-learning platforms, training delivery software, emerging technologies.
Multi lingual skills a plus.

Responsibilities

Lead the development, delivery, and profitability of global technical service training programs for external authorized service providers, ZOLL subsidiaries, and internal service personnel, covering product operation, troubleshooting, preventive maintenance, repair procedures, service processes, best practices, and essential soft skills.
Design, deliver, and continuously improve instructor-led, hands-on and virtual technical training for customers, business partners, and internal ZOLL service teams.
Provide leadership to the global technical training team, directing the creation and maintenance of standardized training content, associated documentation, and materials across the ZOLL product portfolio (e.g., defibrillators, ventilators, automated CPR devices, temperature management systems).
Actively participate in delivering training programs, facilitating sessions and ensuring high-quality, practical, and engaging learning experiences.
Coordinate training capacity and resources across U.S. training centers (MA and IL) and international locations in Europe, Asia, and the Middle East to schedule programs meeting global customer and business demands.
Evaluate, pilot, and implement emerging learning technologies, including digital platforms, service simulators, VR/AR, and AI-enabled tools, to modernize, scale, and improve training effectiveness.
Translate complex technical and service concepts into clear, effective, and technology-enabled learning experiences for diverse audiences.
Manage and mentor local and remote team members by providing strategic direction, performance feedback, coaching, and career development to build a high-performing global training organization.
Responsible for global technical service and repair certification programs covering ZOLL service subsidiaries and authorized service partners, ensuring consistent quality, content delivery, and compliance with company standards.
Maintain technical expertise in ZOLL products and services and proactively communicate updates across Service, Manufacturing, Quality, Engineering, and Development teams.
Establish and track departmental metrics to improve training effectiveness, customer satisfaction, operational efficiency, and revenue growth.
Manage service training operations within approved budgets while delivering training revenue targets and program profitability.
Monitor industry trends and best practices in technical training and learning technologies, recommending improvements aligned with ZOLL’s service and business strategy.
Collaborate cross-functionally with service, product, engineering, quality, and clinical teams to ensure training aligns with product design, clinical workflows, regulatory requirements, and customer needs.