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Senior Manager, Global Service Programs for ZOLL Direct Channels

ZOLL Medical Corporation

ZOLL Medical Corporation

Chelmsford, MA, USA
Posted on Thursday, March 30, 2023
Resuscitation, ZOLLMED.com

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job Summary:

Lead the Service Commercial teams including inside Sales team, business, and International. Lead the development of new business for Service. Manage the Inside Sales Representatives to increase service revenue through service contracts. Work with service marketing and team to create new opportunities for revenue growth.

Essential Functions:

  • Develop and implement commercial strategies according to Service department goals and objectives to accelerate Service revenue growth

  • Prospect for new service contract revenue by visiting customers, building relationships, and understanding their needs for new programs

  • Manage existing customers to ensure satisfaction with the programs and services provided

  • Execute Customer presentations on service solutions that meet and exceed customer expectations

  • Collaborate with Service marketing, sales, customer service etc. to develops new and innovative Service Programs to increase Service revenue and profitability for existing and new markets for Service

  • Monitor performance of Service revenue activities using key metrics and prepare reports for senior management

  • Work with Sr. Director and Service Controller in forecasting revenue, budget/expenditure planning and margin analysis

  • Work with Inside Sales Supervisor and Inside Sales team to execute service programs and grow revenue.

  • Oversee administrative management of internal and external technical training for business partners and subsidiary offices and customer technical training.

  • Provide mentoring, assist in career development, coordinate training, and create and deliver performance reviews

  • Monitor team and employee productivity and provide direction, coaching and constructive feedback

  • Provide management with monthly metrics

  • Develop and maintains processes, best practices documentation and training programs

  • Maintain SOP procedures, updates, manuals, and Employee Training Records

  • Assumes additional responsibilities as necessary

Skills Requirements:

  • Proven experience as commercial Sr Manager or other relevant role

  • Proven experience in sales and/or marketing and managing relationships with key clients

  • Strong understanding of service warranty and/or insurance contracts

  • In-depth understanding of market research methods and analysis

  • Solid knowledge of performance reporting and financial/budgeting processes

  • Commercial awareness partnered with a strategic mindset

  • Excellent organizational and leadership skills

  • Outstanding communication and interpersonal abilities

  • Strong leadership and coaching skills

  • Demonstrated ability to manage individuals, develop strong teams and support new ideas

  • Proven ability to motivate team, achieve goals, and increase revenue

  • Exhibits sound technical and business judgement

  • Demonstrates good decision-making skills across technical, business, and interpersonal situations

  • Proven ability to develop and maintain metrics

  • Excellent verbal, written communication and organizational skills

  • Strong interpersonal and customer service skills

  • Ability to prioritize, multitask, delegate, and manage multiple projects

  • Strong cross functional/cross disciplinary partnership behavior

  • Proficiency with computer software applications; Oracle Service, SalesForce.com, Excel and Access

Required/Preferred Education and Experience:

  • Bachelor’s degree and/or relevant experience in the field

  • A minimum of 5 to 7+ years of commercial business development experience

  • Inside Sales and Marketing experience

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.