Technical Support Representative II

ZOLL Medical Corporation • Chelmsford, MA

1d • $31 - $34

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. Join our team. It’s a great time to be a part of ZOLL! Job Summary: The Representative will be responsible for provide Tier I and Tier II support of our medical device products. Including assisting customers and Sales Reps via the telephone and email with support of our products. This also includes interacting and escalating issues with our other product teams to ensure that the customer expectations are met.

Requirements

• Attention to detail and well organized
• Proper phone and email etiquette and effective listening skills
• Strong interpersonal skills and the ability to work in a team environment
• Effective verbal and written communication that is appropriated for the situation
• Creative problem solving skills and good customer follow up skills
• Minimum of 2 years prior technical support data experience working directly with customers or equivalent experience working in a technical capacity within the industry.

Nice To Haves

• 4 year degree in electronic/Biomedical
• Paramedic Certification, with 2 years of complementary experience
• 2 year degree/ Electronic Certification, with 5+ years of complementary experience
• Experience in Clinical environment preferred

Responsibilities

• Provide support for technical inquires related to ZOLL products via telephone or email on a daily basis
• Follow up on inquiries, and ensures satisfactory customer resolution
• Accurate data entry of claim into Oracle tracking system and completion of the Customer Call Report
• Assist with the development of junior reps by mentoring them.
• Occasional on-call phone support for evening and weekend emergencies
• Ensuring ZOLL is represented with the highest degree of professionalism
• Occasional travel to customer site for troubleshooting and installation support
• Research required information using available resources
• Stays current with system information, changes, and updates

What This Job Offers

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