ZOLL Medical Corporation

Business Development Rep

• Jointly establish and support our Business Partners/Distribution network to position ZOLL as recognized partner in government/military market, providing first class pre- and post-sales support
• Achieve targets for sales quota, expense controls, account/market penetration, and business retention.
• Develop an annual government/military market business development plan, updated, and reported upon quarterly.
• Work in collaboration with North American/EMEA government/military sales team to leverage experience and best practice and ensure joined up approach to NATO
• Manage/direct RFIs, quotes and tenders
• Leverage CRM system to ensure pipelines are built and managed and plan, monitor and deliver required activity levels in terms of quantity, direction and quality to achieve targets
• Adhere to ZOLL compliance standards of conduct and AdvaMed Code of Ethics.

Business Development Manager, Military

Account Manager

• Responsible for achievement of Territory Sales Quota
• Manage and develop customer base
• Promote products to the pre-hospital EMS market
• Uncover new business opportunities
• Maintain organized account records in Salesforce.com
• Provide various reports as required by management
• Spend a minimum of 3 days per week working in the field

Territory Manager, EMS

Financial Planning and Analysis

• Responsible for calculating variable compensation for US Sales team
• Supports Business Planning, Budgeting, and Forecasting processes
• Responsible for monthly revenue modeling by product
• Prepares monthly analytical reporting of costs & other metric trends by product
• Ability to work cross functionally with individuals and teams throughout the organization; assist in implementing business models to build metrics
• Supports accounting functions, such as general ledger & reconciliations
• Assists in development and enforcement of operational and business controls
• Brings creativity and innovative ways to provide value adding solutions
• Provides support to internal customers as needs arise, including special projects, ad-hoc analysis, and other duties as assigned
• Rely on experience to accomplish both individual & team goals

Financial Analyst

Account Executive

• Responsible for meeting or exceeding company sales and profits through effective management of capital and disposable sales processes
• Create and manage business plans in hospitals and target accounts
• Collaborate with Marketing on sales collateral and customer education programs
• Generate sales of the complete SS02 Therapy System
• Daily interaction with field-based customers

• Achieve sales hardware and disposable sales quotas
• Maintain short and long-term plans for sales development
• Uncover new business opportunities and maintain a sales pipeline
• Grow business by gaining competitive share
• Provide in-service education to customers
• Ensure proper technical scope review before sale
• Maintain organized account records in Salesforce.com
• Provide various reports required by management
• Track demo and evaluation inventory in Salesforce.com
• Spend a minimum of 3 days per week in the field

Territory Manager

• Responsible for the achievement of Territory Sales Quota, manage and develop customer base, control expenses while contributing to ZOLL's profitability.
• Cover assigned territory promoting products to the pre-hospital (EMS) market, including fire departments, ambulance services, and municipal agencies.
• Achieve sales hardware and disposable sales quotas assigned.
• Responsible for maintaining short range and long-term plans for developing sales in the assigned territory, these plans should include an annual business plan.
• Expected to uncover new business opportunities, develop and keep up to date and adequate pipeline of potential sales to meet territory sales expectations.
• Required to grow business by gaining competitive share in assigned territory.
• Will need to provide the required in-service education to customers.
• Responsible for ensuring the proper technical scope review has been conducted prior to sale.
• Must maintain organized account records, including account profiles and maintaining those in the company CRM Salesforce.com.
• Responsible for providing various reports as required by management.

Customer Support

• Manage advanced troubleshooting for assigned ZOLL enterprise products, using analytical skills to identify root causes of technical issues (e.g., DB, OS, Networking), adhering to ZDM for complete documentation in Salesforce.
• Handle complex technical issues independently, escalating only critical or unresolved problems to senior team members or CSO teams (e.g., Software Support, Implementation) or other departments (e.g., Product/R&D, SRE, IT App Hosting, Sales) as necessary, using Atlassian Jira Service Desk for handoffs.
• Collaborate with other CSO teams or departments to address technical issues that span across multiple products or systems, ensuring seamless cross-product support, using Microsoft Teams or Slack for resource navigation.
• Contribute to the knowledge base, creating and updating articles with solutions to complex technical problems (KB Create) and sharing insights with the team, linking relevant KB articles (KM Linking %) in Salesforce and Atlassian Confluence.
• Identify technical trends through customer case analysis, proposing preventative support initiatives to reduce recurring issues, swarming in collaboration channels to enhance reputation as a technical expert.
• Take a proactive approach by recognizing potential technical challenges and addressing them before they escalate, ensuring compliance with initial response and ANRD.
• Cross-train on additional technical components within the suite (e.g., SQL Server, VMware), gaining a broader understanding of the ZOLL product ecosystem, using tools like Salesforce and Microsoft Teams.
• Facilitate incident management processes, coordinating team responses to ensure timely resolution of high-priority technical cases or outages and adherence to SLAs, using Atlassian Jira Service Desk and Microsoft Teams.
• Optimize hybrid meeting structures and remote team productivity guidelines, using virtual collaboration tools like Microsoft Teams, Slack, and LogMeIn Rescue to maintain technical service excellence.
• Adhere to customers’ preferred contact methods (e.g., Five9, email, LogMeIn Rescue) and monitor technical bugged cases in Pending Internal Status on a regular cadence, ensuring compliance with ANRD and resource engagement

Technical Product Support Specialist II

• Works within the customer support team
• Provide internal support for Field Sales with delivery of the LifeVest
• Responsible for meeting all agreed upon service metrics
• Coordinate patient appointments with PSR contractors
• Manage the selection of PSR contractors
• Disperses equipment as needed
• Acts as the single point of coordination for inventory and PSR management
• Negotiate with PSR contractors regarding fees for services
• Provide quality and timely customer support for product installations
• Assist in obtaining appropriate documentation and patient records
• Support onboarding effort for new hires

Account Coordinator

Administration

• Field based position responsible for increased levels of revenue attainment and resolution of cases involving continuing provision of ZOLL products/services with physicians, other healthcare professionals and support staff.
• Visit ZOLL customers and accounts in the field to ensure continuity of provision of ZOLL’s medical devices for clinically appropriate cases.
• Determine independently and work collaboratively with office staff/healthcare provider to bring patient’s case to the staff’s attention as appropriate, including following: Prioritize competing objectives (patient’s plan of care, any potential transition of care, reorder documentation and possible end of use) based on independent clinical acumen and knowledge of ZOLL’s medical devices to determine the best path forward for patient’s care and advise providers or their staff accordingly.
• Utilize individualized analysis and the Plan of Care, proactively, to make provider’s or their staff aware of patient’s next level of care and how ZOLL’s medical devices may play a role.
• Collaborate with ZOLL TM/RM to ensure that a patient within a geography is receiving the appropriate level of service with regard to ZOLL’s medical devices with minimal disruption.
• Manage the follow-up process by working with other departments, such as National Accounts, as they work closely with payers to drive efficiencies within the payer’s environment.
• Maintain working knowledge of potential clinical and other value propositions based on ZOLL products and services.
• Ensure timely processing of required documentation to prevent delays in the appropriate provision of services and products and reduce risk to recurring revenue streams.
• Develop and maintain full working knowledge of a significant volume of specific and highly varied payor requirements and ensure compliance with such requirements in order to increase realization of reimbursement payments to the company.
• Provide ongoing education and training to hospital and office staff on medical device order requirements and workflows to achieve operational efficiencies.
• Responsible for improved claims billing yield within a defined geography consisting of assigned accounts, including eligibility for potential bonus incentive opportunities based on same.
• Assist with departmental projects and special tasks when assigned (e.g., Pilot Teams).
• Achieve and maintains acceptable performance metrics.
• Comply with Standard Operating Procedures, and maintain working knowledge of applicable healthcare related regulations, particularly HIPAA.
• Participate in any and all reasonable work activities as assigned and deemed appropriate by management. Additional duties as assigned by management.

Coordinator of Patient Administration

Support Engineer

• Provide patients, families, and medical professionals with exceptional technical guidance and support for ZOLL products and services
• Identify and analyze system and user problems and report accordingly
• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve product issues
• Ensure adherence to regulatory guidelines in product support activities
• Document and maintain comprehensive records of customer interactions
• Identify patterns in customer issues to suggest product improvements

Customer Care, Product Technical Support Specialist

Manager

• Lead and execute upstream new product planning for digital and connected cardiac solutions
• Develop patient engagement frameworks that define how patients should interact digitally with their cardiac data
• Define cardiologist‑centric data experiences that integrate into clinical workflows
• Guide the strategy for mobile apps, remote monitoring, touchpoints, alerts, and personalized insights
• Support strategy development for integrating device‑generated data into existing physician tools, dashboards, & EHR ecosystems
• Drive voice‑of‑customer research with patients, physicians, and care teams
• Identify opportunities for partnerships, data ecosystems, and platform expansion
• Create key marketing requirements documents based on global customer needs
• Develop business requirements for new products and enhancements to existing products
• Partner with Marketing, R&D, IT, Medical Affairs, and Regulatory teams to shape pipeline priorities
• Stay current on competitive offerings and trends in digital cardiology

Product Planning Manager – Digital and Connected Care

Marketing

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Customer Care – Product Technical Support Specialist

• Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve basic to complex product issues.
• Have an in-depth understanding of products and technical troubleshooting requirements to effectively guide or educate patients and/or customers in proper product maintenance and use.
• Ensure adherence to regulatory guidelines in product support activities.
• Assist in time sensitive situations, offering critical guidance or instructions to ensure quick and efficient protection of patients.
• Document and maintain comprehensive records of customer interactions for future reference and continuous improvement.
• Identify, record, and document alleged deficiencies related to the product, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations.
• Utilize strong interpersonal communication and excellent customer service skills while engaging with patients, Field Sales, medical personnel, and cross functional colleagues to provide timely product education and issue resolution.
• Provide 24/7 back-up on all patient and clinician support in substitution for cross-functional departments.
• Identify patterns in customer issues to suggest product improvements or updates that can enhance user experience and minimize future problems.
• Stay current with product updates, technical specifications, and troubleshooting requirements.
• Participate in cross-functional team meetings to share insights and discuss challenges that will contribute to product and service improvement.
• Must work independently, manage time effectively, and prioritize tasks in a dynamic, fast-paced patient contact/call center environment.
• Works closely with Customer Support and Field Personnel to dispatch ZOLL representatives to patient locations as required to resolve patient issues and ensure patient safety.
• Performs other duties and tasks as assigned.