Customer Care - Product Technical Support Specialist - Hybrid

CMS

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.

ZOLL Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest, the world first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.

• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.

• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need.

ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.
 

Job purpose

The Product Technical Support Specialist – Tier 1 plays a critical role in providing patients, families, and medical professionals with exceptional technical guidance and support for ZOLL Cardiac Management Solutions (CMS) products and services by phone, email, and other channels guaranteeing prompt and precise resolutions. This role will be essential in identifying and analyzing system and user problems and reporting accordingly.

Available Shift(s)

· Various shifts available to cover 24/7 *Training Period approx. 8-10 weeks M-F 8A-4:30P ET

Duties and responsibilities

· Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues.

· Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or educate patients and/or customers in proper product maintenance and use.

· Ensure adherence to regulatory guidelines in product support activities.

· Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients.

· Document and maintain comprehensive records of customer interactions for future reference and continuous improvement.

· Identify, record, and document alleged deficiencies related to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations.

· Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution.

· Provide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments.

· Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems.

· Stay current with product updates, technical specifications, and troubleshooting requirements.

· Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement.

· Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment.

· Works closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety.

· Performs other duties and tasks as assigned.

Qualifications

· Associates/bachelor’s degree in related field preferred or related experience.

· Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus.

· Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.

· Exceptional customer service skills and empathy for direct patient contact.

· Technical aptitude or experience troubleshooting basic to complex product related technical systems.

· Computer literacy with Microsoft Office experience.

· Experience with CRM systems, knowledge base and support tools a plus.

· Listening, speaking, reading, and writing fluency in Spanish a plus.

· Ability to adapt to and learn new technologies and products quickly.

· Medical or clinical experience a plus

Working conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms.

Supervisory responsibility

None

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' 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:

$19.00 to $23.00

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.