Supervisor, Technical Support Jobs

Location: Mississauga, Canada

Resuscitation

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 Resuscitation division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won’t just have a job. You’ll have a career—and a purpose.

Join our team. It’s a great time to be a part of ZOLL!

Job Summary

Oversees the day-to-day operations of the Technical Support Help Desk, which is responsible for providing technical and clinical product support to customers, Sales, Subsidiary offices and International Distributors via telephone and Email. Acts as a consultant to other sub-offices for setting up and managing helpdesks.

Essential Functions

• Supervise and Monitors the Technical Support Helpdesk
• Provide Technical and Clinical product support via telephone, and email. Establishes and manages phone support schedule to achieve departmental goals
• Develop metrics to monitor and manage team performance
• Perform employee reviews
• Foster a culture of continuous learning and development
• Develop staff training program to keep the team up to date on all products
• Highly motivated leader that actively mentors and develops team members performance
• Maintain the Tech Support lab and assure that equipment is readily available and at the latest release
• Review and ensures review of new Product Service Setup and Documentation
• Report on helpdesk KPIs to leadership and provides ground level insight.
• Liaison between Regional Customer Assurance Managers for escalated customer issues
• Manage accurate completion of the Customer Call Reports
• Assist other ZOLL helpdesk globally with setting up processes, tools and training
• Suggest and creates new programs to improve customer satisfaction
• Manage 24x7 on call phone support for evening/weekend emergencies
• Ensure that Sales Orders are booked and processed in timely manner

Required/Preferred Education And Experience

• 4-6 years Proficiently contributed as a technical support specialist, with 4-6 years of hands on experience required
• Bachelor's Degree 2-year degree with 4-6 years of experience required
• Bachelor's Degree 4-year degree in electronics/biomedical (preferred), or equivalent experience required or

Knowledge, Skills And Abilities

• Must be forward thinking with a focus on continuous improvement
• Motivated self-starter
• Customer oriented problem-solving skills and analytical/investigative expertise
• Deals effectively with other in antagonistic situations using appropriate interpersonal styles and methods to reduce tension or conflict.
• Strong PC Skills
• Excellent written and verbal communication

Preferred Languages

• French - Advanced
• English - Advanced

Travel Requirements

• Up to 25% travel required (including international)

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.

• Hearing - Occasionally
• Talking - Occasionally
• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Repetitive Motions - Frequently

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.