Extracts & NEMSIS Support Specialist II

Zoll

Chelmsford, MA

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JOB DETAILS

LOCATION

Chelmsford, MA

POSTED

30+ days ago

Acute Care Technology 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. Job Summary We're hiring an Extracts & NEMSIS Support Specialist III-a technical expert and proactive advocate who will elevate support for RescueNet and EMS Charts customers. You'll ensure NEMSIS compliance, guide agencies through state and national reporting challenges, and drive "best-in-class" customer experiences by balancing reactive troubleshooting with proactive preve This role collaborates across Support, Product, and Implementation to reduce compliance burdens, empower customers, and maintain trust in a competitive market. If you thrive on untangling complex issues, enjoy mentoring others, and want to support life-saving work, this is your chance to Essential Functions Technical Mastery & Compliance Act as the subject matter expert (SME) for extracts in RescueNet and EMS Charts, mastering NEMSIS standards, state schematron validation, and billing workflows. Apply the ZOLL Diagnostic Method (ZDM) to investigate root causes-think extract failures, XML schema errors, and submission glitches-and document solutions for repeatable success. Leverage SQL and XML to troubleshoot errors, propose fixes, and document validation rule workarounds for Product to address long-term. State Collaboration & Agility Stay ahead of NEMSIS updates (e.g., 3.5.0 to 3.5.2) and state reporting changes, ensuring rapid adaptation to minimize customer disruptions. Troubleshoot submission errors on state platforms (e.g., ImageTrend, Biospatial), bridging gaps between ZOLL systems and state requirements. Build trusted relationships with state EMS data managers through collaborative problem-solving-think fixing schematron conflicts or coordinating deployment timelines. Proactive Outreach & Customer Empowerment Partner with Product, R&D, and Implementation to test state rules in sandbox environments, escalating validation challenges to Product for systemic solutions. Craft best-practice guides, impact statements, and outreach plans (e.g., "New York 3.5 Update: Configuration Tips") to preempt support spikes. Analyze data submission patterns (via reports or analytics) to identify at-risk customers, balancing reactive fixes with proactive education in a 50/50 split. Knowledge Sharing & Cross-Team Support Author reusable resources-technical articles, SQL/XML scripts, and state-specific cheat sheets-to empower peers, customers, and Implementation tea Mentor Support teammates on NEMSIS intricacies and compliance workflows, fostering cross-training as RescueNet fades and EMS Charts grows. Share insights with Product and Professional Services to support long-term compliance efficiency and Managed Services initiatives. What Success Looks Like You resolve extract and schema-related issues quickly, using clear documentation and collaborative investigation. You empower customers with proactive insights, helpful resources, and early warnings on compliance changes. You support and mentor your teammates, contributing to a culture of learning and shared wins. You stay informed and ready-adapting quickly to evolving state requirements while minimizing downstream impact. What You Bring 4-6 years in technical or product support, ideally in healthcare, EMS, or SaaS environments. Deep NEMSIS kno ledge-standards, state reporting, and schematron validation-paired with strong SQL and XML skills. A knack for explaining technical concepts to diverse audiences, from EMS crews to state officials. Experience with Salesforce, Jira, Power BI, Slack, Microsoft Teams, and remote collaboration platforms. Willingness to travel occasionally (10-15%) for conferences or cross-functional collaboration. What Sets You Apart You've untangled a messy extract, fixed a compliance error, and called a state data manager to refine a schematron-all before lunch. You see the ripple effects of data failures on EMS agencies and jump in to protect them. You're energized by proactive wins-heading off support cases with a well-timed guide or heads-up to a customer. You thrive in dynamic environments where your expertise makes a visible impact on customer success. Why ZOLL? Join a mission-driven team where your work directly supports life-saving EMS operations. Grow with a Colorado-based company (hello, mountain views!) that invests in your career through cross-training and innovation. Work alongside curious, committed teammates who care deeply about their craft, their customers, and each other. Preferred Languages

About the Company

Zoll

ZOLL is the market leader in software solutions for the Emergency Medical Services and Fire Safety industry. ZOLL has been named in the top mid-size employers to work for in the Denver area for the sixth year in a row, is a three-time Forbes 100 Most Trustworthy Company and one of Fortune's Fastest Growing Companies. ZOLL offers the best of both worlds with an entrepreneurial company culture, backed by a large company worth over $22 billion. Come join the team and help save people's lives!

COMPANY SIZE

1,500 to 1,999 employees

INDUSTRY

Medical Devices and Supplies

FOUNDED

1983

WEBSITE

http://www.zoll.com/

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