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Manager, Data Products Technical Support

Manager, Data Products Technical Support

Job ID 
2018-1227
Job Locations 
US-MA-Chelmsford
Category 
Quality, Regulatory Affairs, and Service
Type 
Full-Time/Regular

More information about this job

Overview

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!

 

The Manager of Data Products Technical Support is a new hands-on position within the Helpdesk team to build and lead the Data Product support team and provide a hands-on support for our existing and soon to be launched data products that interact with our medical devices products. The role will include managing, assisting and growing the team knowledge in assisting customers and Sales Reps via the telephone and email with the application of our products. It also includes interacting and escalating issues with our other product teams and Data R&D teams to ensure that the customer expectations are met.

Responsibilities

  • Provide leadership and strategy for the Helpdesk Data team and develop the team to be ready to support existing and new ZOLL Data products.
  • Act as a liaison with the international Data support representatives, the Data Helpdesk team and R&D team in Broomfield,
  • Lead the support of inbound/outbound calls of installation trouble shooting, assisting configuration diagnostics of ZOLL Software and Hardware Solutions including but not limited to ZOLL Defibrillators, RescueNet 12 Lead, RescueNet Code Review, RescueNet Case Review (cloud and in-premise), CodeNet and CodeWriter, RemoteViewing, and Defibrillator
  • Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail and under tight
  • Responsible for the management of customer issues and the escalation to R&D
  • Lead the Helpdesk Data team and act as primary support resource for existing customers
  • Ability to travel to domestic and international customer premises where necessary. (Estimated 10-25%)
  • Lead the Helpdesk Data team to responsibly reproduce and confirm product defects and report such defects to the R&D
  • Lead the Helpdesk Data team in working with the customer over the phone on remote sessions to troubleshoot/resolve
  • Ensure that all levels of Customer Services and technical staff are kept informed of all product enhancements and latest releases by working closely with the R&D and Product Managers and sharing that
  • Ensure customer and partner inquiries are responded to within established timeframes and technical support service levels are Develop and report monthly on the Data support team Key Performance lndictors (KPls)
  • Act as a liaison and work closely with R&D to create product fixes and workarounds to resolve customer
  • Lead the development of training
  • Manage the creation accurate, thoughtful and comprehensive defect
  • Be a positive self-starter with excellent verbal and written communication skills
  • Ability to logically replicate and troubleshoot software issues to determine the root cause and present suggested workaround and Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
  • Ability to demonstrate strong analytical and problem solving skills. Methodically resolve the most difficult and complex production issues reported by customers and
  • Meet customer-defined business objectives
  • Establish and maintain test environments relevant to the supported products
  • Ability to handle multiple priorities and complex
  • Perform in an effective and timely manner all the tasks

Qualifications

Technical skills and troubleshooting

 

  • Experience installing and upgrading software, including remotely
  • Experience with Virtual Environments like VMWare and ESX helpful
  • Experience using remote troubleshooting like WebEX or LogMeln
  • Working knowledge Microsoft SOL Server
  • Intimate familiarity with Saas applications
  • Microsoft Windows Server Installation and troubleshooting
    • IIS knowledge
    • Working knowledge of Certificate installation / renewal
  • Strong system and network administration

o    Networking Experience including firewall principles

  • Active directory
  • Power-user level competency in SQL and all Windows
  • Experience with setting up and managing virtualization
  • Experience with Wi-Fi and Bluetooth configuration and data
  • Experience working with Agile development methodologies is a plus
  • Ability to build working relationships with customers, educate them on product development and advocate their needs throughout the process;
  • Provide timely and accurate status updates for all projects ;

 

Education and Experience:

 

  • Computer Science/ CIS degree or equivalent working
  • 3 years of experience in a similar

 

Desired Skills:

 

  • Ability to interact effectively with customers, co-workers and management;
  • Proven success in the area of software support;
  • Excellent customer service skills;
  • Excellent interpersonal skills;
  • Excellent oral and written communication skills;
  • Knowledge of LEAN or a similar continuous improvement;
  • Demonstration of problem solving
  • Knowledge and understanding of EMS & Hospital IS Systems would be an advantage
  • Professional Qualifications in Information Technology or equivalent
  • Prior work experience interfacing with external customers is required; minimum 5 years.

 Physical and other Requirements:

  • Experience with frequent and lengthy telephone calls
  • Experience with being able to sit for long periods of time
  • Requires use of headset and microphones
  • Exemplary attendance and punctuality
  • Must hold a valid passport for travelling purposes

Other Duties:

 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.            

 

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V

 

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