Technical Support Specialist (late Shift) - Remote Eligible

Technical Support Specialist

CMS Zoll Medical Corporation, an Asahi Kasei Group company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, fluid resuscitation, and therapeutic temperature management, Zoll provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims in need of resuscitation and acute critical care. Zoll is headquartered in Chelmsford, Massachusetts. The Benelux division of Zoll operates from Elst in the Netherlands, and also has offices in the U.K., Germany, France and Italy. The LifeVest wearable defibrillator is worn by patients at risk for sudden cardiac arrest (SCA), providing protection during their changing condition and while permanent SCA risk has not been established. The LifeVest allows a patient's physician time to assess their long-term arrhythmic risk and make appropriate plans. The LifeVest is lightweight and easy to wear, allowing patients to return to their activities of daily living, while having the peace of mind that they are protected from SCA. The LifeVest continuously monitors the patient's heart and, if a life-threatening heart rhythm is detected, the device delivers a treatment shock to restore normal heart rhythm.

Zoll CMS BeNeLux is looking for a Technical Support Specialist to join our team who is providing vital assistance to patients who rely on medical equipment and support services. The ideal candidate will be an empathetic, detail-oriented professional capable of managing inbound calls, addressing patient concerns, and ensuring that equipment is functioning properly. This position requires strong communication skills, an ability to manage multiple tasks simultaneously, and a passion for helping others in a fast-paced, sometimes stressful environment. The working hours for this position in late shift is 4 pm - midnight. This role is offered on a fixed-term contract for 1 year with the opportunity for an unlimited contract in future.

Job Description and Areas of Responsibility

• Handle Inbound Calls: Receive and respond to patient inquiries, concerns, and technical issues related to equipment and services.
• Documentation: Accurately document all patient interactions, including details of the calls and any troubleshooting or actions taken.
• Collaboration with Service Teams: Work closely with the service team to ensure that all equipment is working properly and is maintained according to company standards.
• Customer Support: Provide empathetic, patient-centered support, addressing both technical and emotional needs, especially in high-pressure situations.
• Multitasking: Manage multiple tasks and priorities efficiently, while maintaining attention to detail.
• Other tasks as assigned by management

Requirements

• Flexibility
• Languages: Fluent in Dutch and German (to communicate with the patients); English – spoken and written communicative level (to communicate with the international Technical Support Team)
• Previous experience in technical support or healthcare-related roles
• Experience with medical equipment is beneficial
• Good working knowledge of MS Office, especially Excel
• IT affinity to track and manage patient and equipment data
• Technical Attitude: Familiarity with technical troubleshooting and understanding of medical equipment (training will be provided).
• Strong interpersonal skills with the ability to empathize and communicate clearly with patients
• Strong resilience and the ability to work in a fast-paced, sometimes stressful environment while remaining calm and focused
• Familiarity with shift work

Location: This role can be performed remotely (home-based)