Manager, Data Products Technical Support

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. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

NOTE: ZOLL now mandates COVID vaccinations subject to legal exemptions

Job Summary: The Manager of Data Products Technical Support leads the Helpdesk Data Product support team and provides a hands-on approach for our existing data products that interact with our medical device products and is also a liaison with Data R&D teams to ensure that customer expectations are met.

Essential Functions:

• Provide leadership and strategy for the Helpdesk Data team to support ZOLL’s Enterprise and SaaS software products that interface with ZOLL’s medical devices. Data products include, but not limited to: RescueNet 12-Lead, RescueNet CaseReview (cloud and in-premise), RescueNet Live, CodeNet and CodeWriter (for iOS and Android), and Defibrillator Dashboard.
• Develop additional metrics and Key Performance Indicators (KPIs), perform quality review, and provide coaching to drive improvement and continued success.
• Drive the team to meet SLA requirements and manage monthly and quarterly (KPIs) for the Data team.
• Work closely with R&D to coordinate product fixes and workarounds to resolve customer issues.
• Liaison with the International Data support representatives, the CodeData Escalation team and R&D team in Broomfield, Colorado to communicate processes and share information/status updates on known issues.
• Liaison with Clinical Marketing, Sales Engineers, and Deployment to ensure smooth transition post-sale with onboarding/training and addressing any support issues that may arise.
• Create documented processes to ensure that proper troubleshooting is performed, and that the required documentation is created for Salesforce cases, Service Requests, and Escalations.
• Ensure existing regulatory and quality assurance processes related to Data complaint handling and escalation are followed and in compliance
• Create process for tracking time spent per Salesforce case, covering inbound and outbound calls, offline research/troubleshooting, and time spent writing up the Service Request or Escalation when necessary.
• Establish and maintain test environments relevant to the supported products.
• Drive critical projects to improve customer service to the medical device customers using the data products. (Create business case, work with stakeholders, etc.)
• Meet customer-defined business objectives, SLAs, and phone coverage.
• Provide timely and accurate status updates for all projects.
• Perform other duties as assigned by Management.

Skills Requirements:

• Experience with setting up and managing virtual environments like AWS or Azure
• Working knowledge of Microsoft SQL Server
• Proficiency in Microsoft Windows Server installation and troubleshooting
• Networking experience including port binding, SSL certificates and Active Directory
• Proficiency in connecting devices to Wi-Fi networks
• Possess strategic mindset to manage and develop a Data support team to efficiently support the growing number of products.
• Ability to logically replicate and troubleshoot software issues to determine the root cause and present suggested workaround and solutions.
• Ability to demonstrate strong analytical and problem-solving skills. Methodically resolve the most difficult and complex production issues reported by customers and partners.
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions.
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail and under tight deadlines.
• Ability to travel to domestic and international customer premises where necessary. (Estimated 10-25%)
• Is a positive self-starter with excellent verbal and written communication skills.

Required/Preferred Education and Experience:

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