At ZOLL, the business problem is to improve patient outcomes and help save lives by providing innovative technologies for diagnosing and treating patients with serious cardiopulmonary and respiratory conditions.
Requirements
- Technical aptitude or experience troubleshooting complex systems required
- Intermediate knowledge level of Microsoft Excel.
- Ability to adapt to and learn new technologies and products quickly
- Experience with ZOLL Technical Support position or related environment required
- Minimum 1 year experience in Tier 2 position preferred
- Leadership, training, or mentoring experience required
- Fluency in Spanish is a plus
Responsibilities
- Acts as a subject matter expert for responsibilities associated with the Product Technical Support Specialist position, providing guidance on key processes and escalated issues.
- Stays current with process and product updates, technical specifications, and troubleshooting requirements.
- Develops and implements procedures, processes, and work instructions for the Product Technical Support Team.
- Analyzes problems, diagnoses probable causes, and utilizes troubleshooting techniques to resolve basic to complex product issues.
- Provides exceptional customer service and troubleshooting to patients, medical professionals, and field personnel.
- Creates, maintains, and conducts training resources and courses for new team members as well as skill enhancement and continuing education for existing team members.
- Handles escalation of sensitive cases and other high priority areas as assigned.
Other
- Associate's Degree or Bachelor's Degree in related field preferred
- Minimum of two years’ experience in ZOLL Technical Support position or related environment required
- Effective communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
- Strong customer service skills.
- Strong critical thinking skills.
- Ability to work in a fast-paced environment with occasional standing, walking, and sitting.
