Director of Customer Support
ZOLL Medical Corporation
Summary
We are looking for high energy, focused and experienced Director of Customer Support to take our Technical Customer Service team to the next level. The Director of Customer Support will lead a department that provides excellent customer service. They will support our patients, customers, sales reps, and clinicians with customer service questions and technical troubleshooting issues, ensuring efficiency and effectiveness, creating engaged customers while driving high performance, efficiency, and exceptional customer satisfaction.
Job description
Essential Functions
- Strategic Leadership: Oversee 24/7 hours call center operations, technical support agents, and remote troubleshooting teams.
- Performance Metrics: Establish, monitor, and report on key performance indicators (KPIs) such as First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), Calls Abandoned Rate, and Service Level Agreements (SLAs).
- Resource Planning: Direct workforce management, including capacity planning, shift scheduling, staffing, and budgeting to handle peak volumes and emergency healthcare demands.
- Complaint Handling: Ensure all customer inquiries, technical issues, and product feedback are rigorously documented, categorized, and processed in compliance with FDA and other medical regulations.
- Complex Technical Escalations: Serve as the ultimate escalation point for high-priority clinical or technical failures involving diagnostic medical equipment.
- Product Improvement: Collaborate with Field Service Engineering to feed customer insights, recurring product issues, and software bugs back into the R&D team.
- Talent Management: Build, mentor, and scale a high-performing team of support managers, technical leads, and customer service representatives.
- Continuous Training: Oversee the creation and execution of rigorous training programs covering products SW and HW, medical terminology, and regulatory compliance. Understands products and can educate internal and external customers.
Required/Preferred Education and Experience
- Bachelor's degree in healthcare management, Biomedical Engineering, or a related technical/scientific field. (Advanced degree or MBA preferred). required
- Minimum 5 years of progressive leadership experience in call center management.
- At least 3–5 years of specific leadership experience within the medical device or healthcare tech industry.
- Deep, working knowledge of FDA regulations (21 CFR Part 820), ISO 13485 quality management systems, and medical device complaint handling workflows.
Knowledge, Skills and Abilities
- Strong technical aptitude with the ability to understand complex hardware-software integrated medical systems.
- Proficiency with enterprise CRM and call center software (e.g., Salesforce, five9)
- Outstanding communication skills, stakeholder management, and cross-functional leadership abilities.
- Proven experience with advanced Excel skills (pivot, charts, formulas, etc.) a must
- Proven experience with medical devices, technical troubleshooting skills a must
- Advanced computer skills - Word, Excel, Outlook, Salesforce a must.
- Experience with telephone systems and call tracking technology a must.
- Experience in handheld medical technology preferred.
- Experience with External/Internal audit procedures.
- Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure.
- Strong analytical and reasoning skills. Excellent verbal and written skills.
- Someone who is a quick learner with the ability to understand a wide range of issues and topics.
- Able to effectively plan and delegate work.
- Able to work independently but someone who is excited to be a part of a dynamic team.
- Flexible to work late hours and weekends if needed.
Preferred Languages
- English - Advanced
Travel Requirements
This position includes 5% travel outside of normal office area
Requirements
- Bachelor's degree in healthcare management, Biomedical Engineering, or a related technical/scientific field
- Advanced degree or MBA preferred
- Minimum 5 years of progressive leadership experience in call center management
- At least 3–5 years of specific leadership experience within the medical device or healthcare tech industry
- Deep, working knowledge of FDA regulations (21 CFR Part 820), ISO 13485 quality management systems, and medical device complaint handling workflows
- Strong technical aptitude with the ability to understand complex hardware-software integrated medical systems
- Proficiency with enterprise CRM and call center software (e.g., Salesforce, five9)
- Outstanding communication skills, stakeholder management, and cross-functional leadership abilities
- Proven experience with advanced Excel skills (pivot, charts, formulas, etc.) a must
- Proven experience with medical devices, technical troubleshooting skills a must
- Advanced computer skills - Word, Excel, Outlook, Salesforce a must
- Experience with telephone systems and call tracking technology a must
- Experience in handheld medical technology preferred
- Experience with External/Internal audit procedures
- Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure
- Strong analytical and reasoning skills. Excellent verbal and written skills
- Someone who is a quick learner with the ability to understand a wide range of issues and topics
- Able to effectively plan and delegate work
- Able to work independently but someone who is excited to be a part of a dynamic team
- Flexible to work late hours and weekends if needed
- English - Advanced
Benefits
- Comprehensive benefits plans
Company overview
ZOLL Medical Corporation, an Asahi Kasei Group company, is a global leader in acute critical care medical devices and software solutions. Founded in 1980 and named after Dr. Paul Zoll, the pioneering cardiologist known as "The Father of Modern Cardiac Therapy," the company develops innovative technologies that advance emergency care and save lives. ZOLL provides a comprehensive portfolio of medical devices and software solutions including defibrillators and cardiac monitors, CPR feedback systems, therapeutic temperature management devices, ventilation equipment, and sleep apnea diagnostic tools. The company's products are used worldwide by healthcare professionals, EMS and fire personnel, and lay rescuers to treat patients with serious cardiopulmonary and respiratory conditions. ZOLL's flagship products include the LifeVest wearable cardioverter defibrillator, which has protected over one million patients, and the remedē System for treating central sleep apnea. With a focus on improving clinical outcomes and operational efficiencies, ZOLL combines cutting-edge technology with comprehensive training and support services to empower medical professionals and improve patient care across the continuum of emergency response and critical care.