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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.

Work Schedule:  Monday to Friday 5:00 PM – 9:00 PM

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                                                                                                     

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

 Qualifications                                                                                                                          

• 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

• Knowledge of Microsoft Office Suite
• Strong customer service 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

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.