Technical Support Representative II
Acute Care TechnologyAt 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! Due to the on‑site requirements of this position, applicants are expected to reside within a reasonable commuting distance of the designated work location (Chelmsford, MA). This role does not offer relocation. ZOLL Medical does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need ZOLL immigration sponsorship (e.g. H1B, TN, STEM, OPT, etc.) either now or in the future.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.Essential Functions:Provide support for technical inquires related to ZOLL products via telephone or email on a daily basisFollow up on inquiries, and ensures satisfactory customer resolutionAccurate data entry of claim into Oracle tracking system and completion of the Customer Call ReportAssist with the development of junior reps by mentoring them.Occasional on-call phone support for evening and weekend emergenciesEnsuring ZOLL is represented with the highest degree of professionalismOccasional travel to customer site for troubleshooting and installation supportResearch required information using available resourcesStays current with system information, changes, and updatesSkill Requirements:Attention to detail and well organizedProper phone and email etiquette and effective listening skillsStrong interpersonal skills and the ability to work in a team environmentEffective verbal and written communication that is appropriated for the situationCreative problem solving skills and good customer follow up skillsRequired/ Preferred Education and Experience:4 year degree in electronic/Biomedical (preferred), or equivalent experiencePreferred Paramedic Certification, with 2 years of complementary experience2 year degree/ Electronic Certification, with 5+ years of complementary exper...