Technical Support Representative II

ZOLL Medical•Chelmsford, MA

7d•Remote

About The Position

The Representative provides Tier I and Tier II technical support for ZOLL medical device products, assisting customers via phone and email. This role requires broad technical knowledge, independent judgment, and the ability to resolve complex issues. The Representative will collaborate with cross functional product teams, escalate issues appropriately, and ensure customer expectations are met. Acute Care Technology 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

Associate degree or Electronic Certification with 5+ years of relevant technical experience
Minimum of 3+ years of related experience in technical support, field service, or a similar customer‑facing technical role.
Prior experience working directly with customers in a technical support capacity required.
Demonstrated proficiency performing complex tasks, applying broad operational knowledge, and working with limited supervision.
Strong attention to detail with excellent organizational skills.
Professional phone and email communication, including effective listening and clear, concise responses.
Strong interpersonal skills with the ability to collaborate effectively in a team environment.
Effective verbal and written communication tailored to the audience and situation.
Creative and analytical problem‑solving abilities, with strong follow‑through and ownership of customer issues.
Ability to work under limited supervision, manage competing priorities, and independently resolve moderately complex problems.
Capability to mentor and support less‑experienced team members.

Nice To Haves

Bachelor’s degree in Electronics, Biomedical Engineering, or related field
Experience in a clinical or medical environment preferred.
EMT and/or Paramedic certification is preferred, with at least 2 years of complementary experience.

Responsibilities

Provide daily Tier I and Tier II technical support for ZOLL products via phone and email, applying advanced troubleshooting skills to resolve complex issues.
Follow up on customer inquiries to ensure timely and satisfactory resolution.
Accurately document all customer interactions, claims, and Service Requests (SRs) in the Oracle tracking system and document all interactions.
Serve as a resource and mentor to junior representatives, offering guidance, training, and support.
Collaborate with product management and cross functional teams to support ZOLL products
Participate in an on‑call rotation to provide after‑hours support for urgent customer needs.
Represent ZOLL with professionalism and strong customer‑service support in all interactions.
Travel occasionally to customer sites for troubleshooting, installation support, or hands‑on technical assistance.
Research and analyze required information using available tools, documentation, and system resources.
Maintain current knowledge of product updates, system changes, and new procedures.
Exercise independent judgment in resolving issues and making recommendations, with minimal instruction on routine tasks and general guidance on new assignments.