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 purpose

Works within the customer support team. This position supports the sales force and coordinated fittings of the LifeVest product throughout the country.

Duties and responsibilities

• Assist in obtaining appropriate documentation and patient records pertaining to prescription of and installation of LifeVest
• Provide quality and timely customer support for product installations and post installation inquiries.
• Demonstrate ability to multi-task in a fast-paced work environment
• Act as a liaison between internal and external customers
• Coordinate patient appointments with PSR contractors including fittings, follow-up visits and in-services. Responsible for ensuring time to fit metric is met
• Acts as the single point of coordination for inventory and PSR management.
• Manage customer (internal/external) relationships effectively
• Provide internal support for Field Sales with delivery of the LifeVest
• All other duties assigned by Customer Support Management Team
• Negotiates with PSR contractors regarding fees for services ensuring the company is paying appropriate expenses
• Solicits and acts on Field Sales feedback
• Manage the selection of PSR contractors based on availability, activity levels, etc.
• Support company and department change initiatives
• May assist and participate in the development and implementation of policies and procedures
• Support on-boarding effort for new hires
• Manage field inventory levels. Disperses equipment as needed, determining shipping methods based on cost versus need
• Responsible for meeting all agreed upon service metrics (i.e. productivity, exceptions, timelines, quality, and field inventory levels, call quality, phone availability etc.)
• Assist Reimbursement/Intake in obtaining necessary insurance information

Qualifications

• Knowledge of Microsoft Office Suite
• Strong customer service experience
• Associate degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience

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.

Physical requirements

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.

Supervisory responsibility

None

AAP/EEO Statement

ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.

Equal Opportunity Employer – Disability and Veteran