Technical Services Contractor

Acute Care Technology

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's 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.

**Position Overview**:
The Technical Services Engineer will oversee and ensure the effective execution of all technical service-related functions for ZOLL Medical products s. This role will focus on leading a technical support team, ensuring compliance with service level agreements, and maintaining high levels of customer satisfaction, while overseeing the operation and maintenance of ZOLL products in clinical and operational settings.

**Key Responsibilities**:
**Team Leadership and Supervision**:
Supervise a team of technical service staff responsible for the maintenance and support of ZOLL products

Provide guidance, mentorship, and training to team members to ensure excellence in technical support and customer service.

Schedule and manage team assignments, ensuring appropriate resources are allocated to meet customer service and project requirements.

**Technical Support and Maintenance**:
Serve as the primary escalation point for all complex technical issues within the project, coordinating with internal engineering and product teams to ensure timely resolutions.

Conduct, oversee, and/or coordinate the repair, maintenance, and preventive maintenance of ZOLL medical devices to ensure operational efficiency and compliance with standards.

Ensure that service documentation is completed accurately and in a timely manner for all service activities, including repair logs and preventative maintenance records.

**Customer Engagement and Service Excellence**:
Develop and maintain strong relationships with stakeholders, serving as the primary technical contact for ZOLL Medical

Proactively address and resolve any customer concerns or feedback in a manner that aligns with ZOLL standards for customer service excellence.

Conduct customer training sessions and educational workshops as needed to ensure end users are well-equipped to use and maintain ZOLL products safely and effectively.

**Project Management and Reporting**:
Oversee the execution of technical service-related project milestones, ensuring all tasks are completed on time, within budget, and to the highest quality standards.

Collaborate with cross-functional teams (e.g., sales, operations, engineering) to provide updates and ensure alignment with overall project goals.

Prepare and present detailed reports on service metrics, customer satisfaction, device performance, and other relevant KPIs to both internal and external stakeholders.

**Compliance and Safety**:
Ensure all technical services are delivered in compliance with applicable local and national regulations, industry standards, and company policies, including health and safety standards.

Lead continuous improvement initiatives to enhance service processes, reduce downtime, and maximize product performance.

**Qualifications and Experience**:
Bachelor’s degree in biomedical engineering, Electronics, or a related technical discipline, or equivalent work experience.

Minimum of 5 years of experience in a technical service or support role within the medical device industry, with at least 2 years in a supervisory or leadership capacity.

Proven expertise in the maintenance and support of complex medical devices, with specific experience in defibrillators, monitors, or similar life
- saving equipment being highly desirable.

Strong leadership and people management skills, with the ability to inspire and develop a team.

Exceptional troubleshooting, diagnostic, and problem-solving skills with a hands-on approach to technical issues.

Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders.

Demonstrated ability to manage projects and resources effectively, with attention to detail and a commitment to meeting deadlines.

Familiarity with health and safety regulations and a commitment to ensuring a safe working environment.

Availability for on-call support and willingness to travel locally as needed for on-site service support.

**Preferred Skills**:
Experience with ZOLL Medical products and technology.

Technical certifications relevant to medical devices or biomedical equipment servicing.

Previous experience in a high-pressure clinical or emergency services environment