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Technical Support Representative I

2 months ago

Chelmsford, United States ZOLL Medical Full time

Resuscitation, ZOLLMED.com

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 Resuscitation division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. 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

Job Summary

The Technical Support Associate is responsible for tier 1 customer and ZOLL Sales Team Support.

Essential Functions

  • Provide tier I technical support functions including, but not limited to:
  • Provide support for technical and clinical Inquiries related to ZOLL products via telephone, E-Mail and/or Fax on a daily basis
  • Follow up to inquiries, and ensures satisfactory customer resolution
  • Follow departmental processes and procedures
  • Accurate entry of customer reported complaint details into claim tracking system
  • Occasional on-call phone support for evening and weekend emergencies
  • Participate in internal process documentation creation and verification
  • Performs departmental receiving/shipping as required
  • Assist with creating 'Tech Tips' for new issues, escalation and resolution as required
  • Stays current with system Information, changes and updates
  • Research required information using available resources

Required/Preferred Education and Experience
  • 2-year degree/certificate in electronics/biomedical preferred or
  • Equivalent experience required
  • Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry. required

Knowledge, Skills and Abilities
  • Good customer follow up skills
  • Practical experience with Microsoft Office products
  • Demonstrated self-starter
  • Creative problem-solving skills, attention to detail and well organized
  • Strong interpersonal skills and the ability to work in a team environment
  • Effective oral and written communication that is appropriate for the situation
  • Proper phone etiquette and effective listening skills

Travel Requirements
  • Occasional travel to customer site, up to 10%

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.

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