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

Responsible for processing patient electrocardiogram recordings and processing inbound/outbound telephone calls from patients, physicians, clinicians, and field personnel.

Essential Functions

• Analyze and interpret patient electrocardiogram recordings and prepare reports using review and analysis software.
• Provides patient education and technical support via phone including analysis and resolution of product or system problems, instructional support and equipment shipping.
• Troubleshoots issues effectively and in compliance with all associated training and work instruction.
• Participate in Continuing Education testing to ensure quality standards are met. Must maintain acceptable test scores.
• Identifies specific issues with regard to patient questions/concerns/complaints and utilizes advanced troubleshooting skills to resolve issues.
• Documents all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports and any other required documentation in applicable systems.
• Identifies and executes the most cost effective approach to deploy in resolution of patient concerns.
• Provides exceptional customer service to our patients, medical professionals and field personnel.
• Facilitates returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.
• Appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness or performance of the LifeVest in accordance with company policy and applicable regulations.
• Processes End of Use requests in accordance with all End of Use procedures.
• Appropriately identifies escalated issues requiring external communication and ensures that they are documented, tracked and escalated in accordance with work instruction.
• Assists in the development and maintenance of training procedures, complaint procedures, and shipping/returning procedures.
• May be on-call to provide support outside of normal business hours.
• Periodic overnight travel to the Pittsburgh office will be required for remote employees.

Required/Preferred Education and Experience

• High School Diploma or equivalent required
• Associate's Degree in related field preferred
• Bachelor's Degree in related field preferred
• Graduate of Cardiovascular or similar technical training school program preferred, not required.
• Previous ECG analysis experience required
• Minimum one year of experience in a technical support environment or equivalent
  required
• Medical Experience a plus preferred
• Technical aptitude or experience troubleshooting complex systems required
• Certified Cardiographic Technician (CCT) Preferred
• Certified Rhythm Analysis Technician (CRAT)Required within six months of employment Preferred

Knowledge, Skills and Abilities

• Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users.
• Strong customer service skills.
• Excellent computer skills, including Microsoft Office experience.
• Empathy for direct patient contact.
• Listening, speaking, reading and writing fluency in Spanish a plus.

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.

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.