Technical Support Representative II
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 develops and delivers lifesaving products and software solutions to EMS, hospital, public-safety, and military customers globally, including AEDs, trauma kits, ventilators, and temperature-management solutions.
This position is on-site in Chelmsford, MA; applicants must reside within a reasonable commuting distance. Relocation and immigration sponsorship are not offered for this role.
About the role
The Representative provides Tier I and Tier II support for ZOLL’s medical-device products, assisting customers and Sales Reps via telephone and email, escalating issues to other product teams, and ensuring customer expectations are met.
Responsibilities
- Provide daily technical support for ZOLL products via telephone or email.
- Follow up on inquiries to ensure satisfactory customer resolution.
- Accurately enter claims into the Oracle tracking system and complete Customer Call Reports.
- Mentor junior representatives.
- Provide occasional on-call phone support for evening and weekend emergencies.
- Maintain the highest degree of professionalism in all customer interactions.
- Travel occasionally to customer sites for troubleshooting and installation support.
- Research required information using available resources.
- Stay current with system information, changes, and updates.
Requirements
- 4-year degree in Electronics or Biomedical (preferred), or equivalent experience.
- Preferred: Paramedic Certification with 2 years of complementary experience.
- Alternative: 2-year degree/Electronic Certification with 5+ years of complementary experience.
- Minimum of 2 years of prior technical-support experience working directly with customers or equivalent technical-industry experience.
- Clinical-environment experience preferred.
Skills
- Attention to detail and strong organizational ability.
- Proper phone and email etiquette; effective listening skills.
- Strong interpersonal skills and ability to work in a team environment.
- Effective verbal and written communication tailored to the situation.
- Creative problem-solving and good customer follow-up skills.
Pay
The hourly pay rate for this position is $31.00 to $33.50, depending on shift, geography, skills, education, experience, and other qualifications.
Benefits
ZOLL offers comprehensive benefits plans; details are available at www.zollbenefits.com.