ZOLL Medical Corporation

Customer Care - Product Technical Support Specialist

ZOLL Medical Corporation

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Mid-LevelSenior

About the role

  • 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.

Requirements

  • Associates/bachelor’s degree in related field preferred or related experience.
  • Proven experience in product support or related customer facing role, ideally within the medical, safety, or life-saving products industry is a plus.
  • Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
  • Exceptional customer service skills and empathy for direct patient contact.
  • Technical aptitude or experience troubleshooting basic to complex product related technical systems.
  • Computer literacy with Microsoft Office experience.
  • Experience with CRM systems, knowledge base and support tools a plus.
  • Listening, speaking, reading, and writing fluency in Spanish a plus.
  • Ability to adapt to and learn new technologies and products quickly.
  • Medical or clinical experience a plus