Senior Product Technical Support Specialist

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.

ZOLL Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest, the world's first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.
• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.
• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

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.

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

The Senior Product Technical Support Specialist plays a critical role in leading the work of the Product Technical Support Team providing patients, families, and medical professionals with exceptional technical guidance and support for ZOLL Cardiac Management Solutions (CMS) products and services by phone, email, and other channels guaranteeing prompt and precise resolutions. This role will serve as a subject matter expert, supporting both basic and advanced troubleshooting processes.

Essential Functions

• Acts as a subject matter expert for responsibilities associated with the Product Technical Support Specialist position, providing guidance on key processes and escalated issues.
• Stays current with process and product updates, technical specifications, and troubleshooting requirements.
• Develops and implements procedures, processes, and work instructions for the Product Technical Support Team.
• Assists with the completion of quality reviews and audits, identifies areas for improvement, and provides feedback and guidance to Supervisor of Product Technical Support and team members as needed.
• Ensures team adherence to regulatory guidelines in product support activities.
• Creates, maintains, and conducts training resources and courses for new team members as well as skill enhancement and continuing education for existing team members.
• Handles escalation of sensitive cases and other high priority areas as assigned.
• Identifies and assists with driving key projects and initiatives that support process and quality improvement, as well as productivity and efficiency improvements.
• Addresses patient issues/concerns escalated by the Product Technical Support Specialists and determines resolutions.
• Participates in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement.
• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues.
• Provide exceptional customer service and troubleshooting to our patients, medical professionals, and field personnel.
• In conjunction with Supervisors and Managers, documents performance issues identified in the Product Technical Support team and assists with coaching feedback to specialists.
• Perform all functions associated with Product Technical Support Specialists as needed.

Required/Preferred Education and Experience

• Associate's Degree or Bachelor's Degree in related field preferred
• Minimum of two years’ experience in ZOLL Technical Support position or related environment required
• Minimum 1 year experience in Tier 2 position preferred
• Technical aptitude or experience troubleshooting complex systems
  required
• Leadership, training, or mentoring experience
  required