Technical Support Analyst jobs in Lowell, MA

At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Resuscitation division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

With customers in more than 140 countries, we are constantly expanding our reach as well as our product offerings. Physicians, nurses, emergency responders, public safety officers, and many others trust us to provide top-quality, lifesaving products and exceptional customer service. And because we know that ZOLL employees deliver, we are proud to invest in their success. We offer competitive compensation aligned with the industry and a comprehensive benefits package.

At ZOLL, you won’t just have a job. You’ll have a career—and a purpose.

Join our team. It’s a great time to be a part of ZOLL!

Job Summary:

The Clinical Support Specialist is responsible for working directly with ZOLL’s external and internal customers to assist with questions related to the clinical application of resuscitation products. The clinical support specialist will also be responsible for assisting in investigation and evaluation of clinical related complaints.

Essential Functions:

Provide clinical support functions including, but not limited to:

• Provide support for clinical and technical inquiries related to ZOLL defibrillator and ventilator product lines via telephone, E-Mail or other means on a daily basis.

• Provide clinical analysis of complaints related to ECG and analysis algorithm performance.

• Drafting customer facing letters in response to clinical investigations.

• Follow up to inquiries, ensuring satisfactory customer resolution

• Follow departmental processes and procedures

• Accurate entry of customer reported complaint details into claim tracking system

• Occasional on-call phone support for evening and weekend emergencies

• Participate in internal process documentation creation and verification

• Assist with creating 'Tech Tips' for new issues, escalation, and resolution as required

• Occasional travel to customer site, up to 10%

• Stay current with product information, changes, and updates

• Research required information using available resources

• Work cross departmentally as a clinical liaison between technical service, product management and clinical training.

Skill Requirements:

• Good customer follow up skills

• Practical experience with Microsoft Office products

• Strong technical aptitude

• Demonstrated self-starter

• Creative problem solving skills, attention to detail and well organized

• Strong interpersonal skills and the ability to work in a team environment

• Effective oral and written communication that is appropriate for the situation

• Proper phone etiquette and effective listening skills

• A passion for helping customers

Required/ Preferred Education and Experience:

• Paramedic or RN certification.

• Experience in clinical training or technical support experience working directly with customers is preferred.

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' 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.