Resuscitation

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.
 

Location:  Runcorn Office – Onsite - 5 days per week

As a Technical Support Helpdesk Representative, you will deliver support for our medical device products, assisting both internal and external customers through phone and email. This role involves addressing product-related inquiries, as well as coordinating with other teams to escalate issues and ensure customer satisfaction.

Essential Functions:

• Supporting customer complaints (telephone, e-mail)
• Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
• 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
• Organizing return of customer product
• Reporting special incidents to the supervisor in accordance with MHRA
• Tracking of loaned devices for customers (retrieval of loaned devices)
• Order processing / order entry in Oracle
• Inventory support
• General service administration

Experience/Skills Requirements:

• 2 year degree/certificate in electronics/biomedical (preferred), or equivalent experience
• Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry.
• Fluent versed in English language (verbal and written)
• Excellent communication and interpersonal skills
• High attention to detail
• Strong troubleshooting and problem solving skills
• High self-confidence and self-management skills
• A customer-oriented person
• Team player with a positive attitude
• Practical experience with Microsoft Office products
• Proper phone etiquette and effective listening skills