Customer Care - Product Support Specialist - Hybrid

CMS 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 Available Shift(s) ·Availability on at least one weekend day required. Currently targeting first and second shift (5 x 8hr. or 4 10 x hr.) *Training Period approx. 8-10 weeks M-F 8A-4:30P ET Provide technical support to patients, families, and medical professionals in the use of the LifeVest via phone and email contact. Essential Functions Provides basic technical support via phone, email, and other methods of contact to resolve product or system problems Troubleshoots issues effectively in compliance with all associated training and work instruction. Identifies specific issues with regards to patient inquiries, utilizing basic troubleshooting skills to resolve issues. Documents all customer complaints and appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness, or performance of CMS products in accordance with company policy and applicable regulations. Provides back-up on all patient and physician issues in substitution for other departments in a 24-hour environment Provides exceptional customer service to patients, medical professionals, Field Sales personnel, and cross-functional colleagues. Appropriately identifies Emergency Response situations and triggers escalations in accordance with company policy and work instructions to ensure quick and efficient protection of patients Works closely with Customer Support and Field Personnel to dispatch PSRs to patient locations as required to resolve patient issues and ensure patient safety Performs other duties and tasks as assigned. Required/Preferred Education and Experience Associate's Degree in related field preferred or Bachelor's Degree in related field preferred Related experience. required and Computer literacy with Microsoft Office experience. required and Medical Experience a plus. preferred Knowledge, Skills and Abilities Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users. Strong customer service skills. Technical aptitude or experience troubleshooting complex systems. Empathy for direct patient contact. Listening, speaking, reading, and writing fluency in Spanish 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. Working Conditions The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. 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. #LI-KH1 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. ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care. For more information, visit www.zoll.com. The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries. For more information, visit www.asahi-kasei.co.jp/asahi/en/.