Supervisor of Product Technical Support

CMS, Softaid.local

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 Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.
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. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.
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 Supervisor of Product Technical Support 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.
Essential Functions

• Participate in the recruiting, interviewing, and hiring process for new Product Technical Support Staff including requisition submission, new hire setup requests and any required accompanying paperwork.
• Provide and coordinate training as needed and ensure all staff are trained to properly execute their job responsibilities.
• Manage shift scheduling, call off, PTO and breaks to ensure proper phone coverage.
• Supervise staff, provide leadership and guidance and address escalations from the team.
• Perform quality reviews and provide coaching to drive improvement and continued success.
• Develops and implements procedures, processes, and work instructions for the Product Technical Support team.
• Handles escalation of sensitive cases and other high priority areas as assigned.
• Provide data for metrics as assigned and work with team to meet goals within shift.
• Enforce all team standards and procedures across shifts.
• Work with employees to provide coaching and feedback and to address any areas for improvement up to and including preparation for disciplinary action.
• Address the team’s equipment needs and challenges.
• Stay current with CMS product updates, technical specifications, and troubleshooting requirements.
• Foster a positive and inclusive team culture, promoting collaboration, recognition, and professional development opportunities
• Analyze data to identify trends and drive continuous improvement.
• Identifies and drives key projects and initiatives that support process and quality improvement, as well as productivity and efficiency improvements.

Required/Preferred Education and Experience

• Bachelor's Degree in related field preferred
• A minimum of 3 years experience in customer service/technical support
  required
• A minimum 1 year supervisory or lead experience in a Customer Service environment required
• Experience leading meetings and creating training documents
  required
• Experience coaching for both improvement and success
  required

Knowledge, Skills and Abilities

• Working knowledge of Microsoft Office with an intermediate knowledge level of Excel
• Strong written and oral communication skills
• Strong and creative problem-solving skills and adaptability
• Fluency in Spanish is a plus.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.