Field Support and Service Programs Coordinator

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 Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

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

ZOLL Medical does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need ZOLL immigration sponsorship (e.g. H1B, TN, STEM, OPT, etc.) either now or in the future.

Job Summary

Responsible for managing the logistics of the Preventive Maintenance Programs from beginning to end, by initiating the processes and following through to completion.

Essential Functions

• Manage Preventive Maintenance process, for Preventive Maintenance sold at Time of Sale, Extended Warranty and PM Only Programs
• Generate and maintain preventive maintenance schedules in ERP system
• Create cases in Sales Force (CRM) for tracking throughout the PM process
• Work closely with the Customer Quality Assurance Global Manager on work assignments, PM scheduling, availability and cost effectiveness for field visits.
• Create service parts order to ensure parts shipped prior to scheduled service visit
• Manual creation of service requests for preventive maintenance and shipment of service loaners
• Investigate and work with appropriate departments to resolve issues that impact Preventive Maintenance process and customer satisfaction
• Provide customer with copy of their service records upon completion of service visit
• Maintain and update customer data in ERP and CRM with pertinent information if required
• Manage and communicate closely with high profile customers ensuring deadlines and customer expectations are met
• Work on special projects as assigned by Management
• Research Serial Number inquiries as needed
• Work with Customer Quality Assurance Global Manager to determine feasibility for Onsite PM contracts
• Work with various department within ZOLL
• Run monthly reports and provide management with updates

Required/Preferred Education and Experience

• Two Year College Degree or equivalent experience
• 3-5 years of customer service and logistics experience

Knowledge, Skills and Abilities

• Motivated self-starter with the ability to exercise own judgement
• Ability to work independently, with little or no supervision
• Capable of prioritizing activities and performing multiple tasks
• Energetic, creative, goal-oriented team player
• Heightened sense of personal responsibility including punctuality, attendance and commitment
• Experience in Logistics area
• Attention to detail
• Previous Customers interface skills
• Excellent communication skills, both oral and written
• Organization and internal customer interface skills
• ERP systems experience, preferably Oracle

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.

The hourly pay rate for this position is:

$21.20 to $31.70

Factors which may affect this rate include shift, 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.