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Technical Support Representative I

ZOLL Medical Corporation

ZOLL Medical Corporation

IT, Customer Service
Chelmsford, MA, USA
Posted on Friday, April 28, 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:

The Technical Support Associate is responsible for tier 1 customer and ZOLL Sales Team Support.

Essential Functions:

Provide tier I technical support functions including, but not limited to:

  • Provide support for technical and clinical Inquiries related to ZOLL products via telephone, E-Mail and/or Fax on a daily basis

  • Follow up to inquiries, and ensures satisfactory customer resolution

  • Follow departmental processes and procedures

  • Accurate entry of customer reported complaint details into claim tracking system

  • Occasional on-call phone support for evening and weekend emergencies

  • Participate in internal process documentation creation and verification

  • Performs departmental receiving/shipping as required

  • Assist with creating 'Tech Tips' for new issues, escalation and resolution as required

  • Occasional travel to customer site, up to 10%

  • Stays current with system Information, changes and updates

  • Research required information using available resources

Skill Requirements:

  • Good customer follow up skills

  • Practical experience with Microsoft Office products

  • Demonstrated self-starter

  • Creative problem solving skills, attention to detail and well organized

  • Strong interpersonal skills and the ability to work in a team environment

  • Effective oral and written communication that is appropriate for the situation

  • Proper phone etiquette and effective listening skills

Required/ Preferred Education and Experience:

  • 2 year degree/certificate in electronics/biomedical (preferred), or equivalent experience

  • Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry.

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.