Supervisor Technical Helpdesk Team Europe

Resuscitation

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest.

Office based in Cologne

Fluency in German and English is required

The “Supervisor Technical Helpdesk” is responsible for supervising the Helpdesk Team in the Europe Region, the planning and execution of service processes, the development of service offers, the assumption of tasks, accounting, and logistics and to secure all duties belonging to this service will be properly executed and reported.

Essential Helpdesk Functions:

• Supervising & supporting the development of the Technical Helpdesk Service in the Europe Region
• Answering customer complaints at the helpdesk (telephone, e-mail)
• Technical support on the phone according to training level
• Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
• Assisting customers with SW upgrades, data communication over the phone
• Possible future 24/7 on-call support for customers
• Oversee training as needed to ensure all staff are trained to properly execute their job responsibilities
• Perform quality review, and provide coaching to drive improvement and continued success of the department
• Provide leadership and guidance in addressing escalations
• Work with employees to provide coaching and feedback and to address any areas for improvement up to and including development plans and Performance Improvement Plans

Essential administrative Functions:

• Order processing/ Documenting complaints using Service Requests (SRs) in the Oracle database in accordance with ZOLL global Standard Operating Procedures (SOPs) and in the local KANBAN system
• Continuous reporting and documentation of activity related KPIs
• Invoice creation / invoice processing
• Spare parts administration / purchasing / procurement
• Inventory support
• Notification of special incidents according to MDR to the Service manager
• Reliable, conscientious tracking of the loaner inventory / loaner tracking tool
• General service administration

Required/Preferred Education and Experience:

• Knowledge of electrical engineering or biomedical engineering is desirable.
• Fluent bilingual in English and German (oral and written)
• 3-5 years of similar work experience in a helpdesk environment
• Excellent communication and interpersonal skills
• High attention to detail
• Strong troubleshooting skills
• High self-confidence and self-management skills
• A customer-oriented person
• Team player with a positive attitude

ZOLL Medical Corporation appreciates and values diversity. We are an Equal Opportunity Employer M/F/D/V