Technical Support Representative II

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.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 basis

• Follow up on inquiries, and ensures satisfactory customer resolution

• Accurate data entry of claim into Oracle tracking system and completion of the Customer Call Report

• Assist with the development of junior reps by mentoring them.

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

• Ensuring ZOLL is represented with the highest degree of professionalism

• Occasional travel to customer site for troubleshooting and installation support

• Research required information using available resources

• Stays current with system information, changes, and updates

Skill Requirements:

• Attention to detail and well organized

• Proper phone and email etiquette and effective listening skills

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

• Effective verbal and written communication that is appropriated for the situation

• Creative problem solving skills and good customer follow up skills

Required/ Preferred Education and Experience:

• 4 year degree in electronic/Biomedical (preferred), or equivalent experience

• Preferred Paramedic Certification, with 2 years of complementary experience

• 2 year degree/ Electronic Certification, with 5+ years of complementary experience

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

• Experience in Clinical environment preferred

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

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The hourly pay rate for this position is:

$31.00 to $33.50

Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.

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

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.