Acute Care Technology

As Depot & Field Technician, you will be responsible for providing technical support, service, and repairs for the entire Acute Care Technology division of ZOLL Medical Corporation with a focus on ZOLL defibrillator systems, primarily on the Italian market. Your responsibilities will extend to other medical devices that may be added to our ZOLL portfolio in the future. This role may also involve support across other regions within Europe and EMEA.

You will ensure a consistent, high-quality customer experience by delivering timely maintenance, proactive servicing, and efficient resolution of customer issues, both on-site and at the ZOLL Service Depot in Piacenza, Italy.

Location:  Piacenza office - depot
Travel:  50% of the time (company car provided)

The ideal candidate would be based in Piacenza area

As Depot & Field Technician, you will perform a variety of duties at ZOLL Medical Italia Srl including, but not limited to, the following functions:

Essential Functions:

• Provide expert technical service and support for customer equipment, ensuring timely issue resolution and minimizing downtime.
• Proactively maintain and service customer equipment, using diagnostic tools to identify potential issues before they arise.
• Build long-term relationships with customers by delivering exceptional service.
• Consistently exceed customer expectations by providing personalized, high-touch service and clear communication.
• ZOLL as the face of the company, representing our service brand with professionalism.
• Provide technical support for ZOLL Defibrillator systems, ventilators, and future ZOLL portfolio products via telephone, email, and hands-on troubleshooting.
• Perform planned preventive maintenance, electrical safety tests, troubleshooting, repairs, upgrades, and modifications for a variety of ZOLL products at customer sites or the ZOLL Service Depot.
• Handle complaint investigations, including device and accessory investigations, in cooperation with QA/RA and manufacturing teams.
• Collaborate with manufacturing, supply chain, and R&D teams to provide feedback and improve product performance and reliability.
• Support sales, distributors, and clinical associates with system setup, operation training, and cross-training on ZOLL systems/devices.
• 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
• Handling of incoming customer calls, emails and inquiries

Experience/Skills Requirements:

• Completed degree as Engineer / Technician in electrical engineering / medical technology with 3+ years hands on experience ideally in a hospital environment
• Strong technical skills in electromechanical and medical devices.  Knowledge of ZOLL devices is advantageous
• Ability to interact professionally with customers, assess issues, and escalate problems to the international ZOLL organization as needed.
• Knowledge and practical implementation of MDR
• Familiarity with medical device regulations (ISO 13485) and medical device reporting requirements.
• Ability to work independently and within a team under the direction of the European Service Manager.
• Fluency in Italian and strong English skills required
• Other European language skills as an advantage (French and Spanish preferable)

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