Manager of Product Technical Support

1 month ago

Pittsburgh, United States ZOLL Services LLC (on SAM site) Full time

Reference #: R12916 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. The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies. 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. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives. 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 Summary Manages a team of Product Technical Support Specialists who are responsible for troubleshooting and resolving ZOLL Cardiac Management Solutions (CMS) equipment related challenges; and reinforcing patient training and education. Essential Functions Manages a team of support personnel who troubleshoot product related issues. Oversees a team of supervisors, seniors, and training coordinators. Implements policies and procedures regarding problem identification, documentation, and resolution. Provides ongoing coaching and training and assures training and reference materials are available and up to date. Develops individual and team metrics, ensures ongoing measurement and tracing of key performance data, and drives individual and team productivity and quality. Ensures timely and effective issue resolution. Evaluates, suggests, and drives changes to products and services. Leads, directs, and models the work ethic and behavior expected of others. Foster a positive and inclusive team culture, promoting collaboration, recognition, and professional development opportunities. Motivates and inspires teams to meet or exceed unit metrics/objectives while driving patient satisfaction. Collaborates effectively with cross-functional colleagues (i.e., Engineering; Shipping; Regulatory; Manufacturing; Reimbursement, etc.). Identifies, leads, and drives key projects and initiatives that support process and quality improvement and productivity and efficiency increases. A wide degree of creativity and latitude is expected to effectively support and service our patients. Directly supervises employees in the Technical Support Department. Fulfills supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Required/Preferred Education and Experience Bachelor's Degree in Business, Healthcare Administration or other related field required At least 7 years of management experience required Call Center of Product Support experience preferred Solid metrics and reporting experience required Physical Demands 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. Standing - Occasionally Walking - Occasionally Sitting - Constantly Talking - Occasionally Hearing - Occasionally Repetitive Motions - Frequently 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 innovatio , 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. ZOLL LifeVest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, status as a qualified individual with a disability, or any other protected class status.

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