Supervisor of Customer Support - M-F 8:30-5

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.

ZOLL Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

• LifeVest, the world's first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.
• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.
• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

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.

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 Summary

Supervise an Account Coordinator (AC) team providing customer support to the sales force, patients, and medical professionals. This position will also supervise a Senior Account Coordinator(s).

Essential Functions

• Participate in the recruiting, interviewing, and hiring process for new Customer Support including requisition submission, new hire setup requests, and any required accompanying paperwork.
• Provide and coordinate training as needed as well as ongoing coaching to ensure all staff are trained to properly execute their job responsibilities.
• Manage shift scheduling, timecard approval/correction, call-offs, PTO, and breaks to ensure proper coverage.
• Supervise staff by providing leadership and guidance, and by addressing escalations.
• Perform quality reviews and provide coaching to drive improvement and continued success.
• Provide data for metrics as assigned and work with management, seniors, and team in order to meet all objectives.
• Identify opportunities to improve or enhance processes, procedures, technology, training, customer care, quality, productivity, etc., and aid in or drive the implementation of those enhancements.
• Work with management to create, update, and enforce all team standards and procedures.
• Provide coaching and feedback to address areas for employee improvement up to and including preparation for disciplinary action.
• Minimal travel requirements.
• Performs other duties as assigned by Management.

Required/Preferred Education and Experience

• High School degree or GED required
• Associates Degree required
• A minimum of 3 years customer service, recruiting and training experience required
• A minimum 1 year supervisory or lead experience in a Customer Service environment required
• Experience leading meetings and creating training documents required
• Experience coaching for both improvement and success required
• Experience managing projects required

Knowledge, Skills and Abilities

• Working knowledge of Microsoft Office with an intermediate to expert knowledge level of Excel
• Strong written and oral communication skills
• Strong and creative problem-solving skills and adaptability

Physical Demands

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.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

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.

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The annual salary for this position is:

Factors which may affect starting salary include geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.

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

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.