Technical Support Specialist - Ventilation

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!

Job Summary

The Technical Support Senior Specialist will provide Tier 2 advanced level Technical/Clinical Assistance to external and internal customers on the operation, troubleshooting, and repair of ZOLL products while also documenting all correspondence, disseminating information, and ensuring the highest standards of customer satisfaction.

Essential Functions

• Provide 24/7 tier 2 technical and clinical support functions to US and INTL customers including, but not limited to:
• Customer Support
• Provide support for technical and clinical inquiries related to ZOLL products via telephone, e-mail, and remote diagnostics
• Handle escalations from field service, sales and customer service teams, ensuring prompt resolution of high-priority issues
• Manage customer biomedical training requirements and facilitate the ordering of critical service parts
• Follow up to inquiries to ensures satisfaction and successful customer resolution
• Technical Expertise
• Act as subject matter expert (SME) for ZOLL products, collaborating with engineering, biomedical training, clinical support, field service and marketing teams
• Expert in troubleshooting preventative maintenance and repair including but not limited to disassembly, reassembly, calibrations, verification testing
• Determine and document complaints per industry standards
• Service history searches, service reporting, technical recommendations
• Provide expert guidance on flagship product log interpretation, technical recommendations and trend analysis
• Process Improvement and Compliance
• Dispatch preventative maintenance and repair service requests including, but not limited to, quoting of recommended parts, determination of labor/travel for field service, work order dispatching, factory service RMA creation, obtaining purchase orders and verifying shipping/billing accuracy
• Contract preventative maintenance dispatching for flagship product
• Escalate trending service issues to the appropriate teams for resolution
• Maintain the service knowledgebase, assisting with creating technical bulletins for new issues, escalation and resolution as required
• On-Call Support
• Provide on-call phone support for evening and weekend emergencies
• Other jobs as assigned

Required/Preferred Education and Experience

Associates or Bachelor's degree in a biomed or technical related field. 2+ years of experience and knowledge of ventilation parts and products. Current certification and/or licensing as Registered Respiratory Therapist or relevant clinical or biomedical equipment technician (BMET) experience

Knowledge, Skills and Abilities

Excellent communication skills (both verbal and written) with a focus on customer service satisfaction practices. 3-5 years experience in working with Microsoft Office products (Outlook, Excel, Word, Power Point) 3-5 years experience in documenting...