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.

This is an office based role in Cologne with circa 30% travel mainly across EMEA and occasionally to our US based HQ.

Fluency is in German is mandatory for the role

To deliver world-class and differentiated Technical Support Services to our customers and Sales Teams across Central Europe. Nurture and develop existing Technical Service subsidiary offices in Germany and Benelux. Responsible for the execution of the technical service contracts and after sales support services within our market segments. Focus on working closely with the Service Business Development Manager to grow Service revenue by delivering world class technical service support, support in securing Service contracts, proactively cooperating with the BDM and Director of Service in the development of ZOLL Market strategies in Central Europe, and nurture customer’s relationships.

The owner of the position will have to demonstrate supervision, initiative, and strong relationships with all areas of the business and work in close collaboration with Global Service Programs, Logistics, Customer Service, Tender Management and other departments, both locally and within the ZOLL Corporation. This role reports to the Director of Service, EMEA-LATAM.

Required/Preferred Experience:

• Bachelor’s degree or equivalent preferred in engineering
• Minimum 5 years in the field of technical service support, preferably in the medical device industry
• Minimum 3 years’ people management – demonstrable experience of hiring, developing and motivating high performing teams of professional staff
• Experience with ISO 13485 medical device quality system
• Track record of strong project execution preferred
• Languages – fluency in written and spoken German & English essential
• PC literate: MS Office, Oracle, CRM-systems (i.e., Sales Force)

Essential Functions:

• Nurtures and develops the Center of Technical Service Excellence Across Europe
• Provides management oversight and development of local management structures in line with and in support of the Central European Operations plan
• Operates within the 3-year strategic framework and annual business plan and planned budgets, carries OPEX responsibility for dedicated areas
• Manages and leads technical service teams at dedicated sites specifically:
  • Directs and supports team members in the spirit of ZOLL’s Leadership Values to ensure high quality services
  • Manages schedules to ensure appropriate coverage
  • Cascades objectives, targets and metrics to technical service team members
  • Conducts periodic employee evaluations and reviews
  • Develops team members based on their strengths and ZOLL’s business needs
  • Promotes and recommends training classes to eligible team members
• Provides monthly metric submissions and quarterly regional business reports as well as order report information and other KPIs as needed
• Support the Manager of the Service Business Development team to grow Technical Service revenues by supporting service contract retention and acquisition
• Manages per-diem technical field service partners where applicable
• Connects with key customers and bodies (such as BfArM for CE)
• Oversees departmental administration including device returns for service, management of loaner devices, resource scheduling and spare parts inventory
• Ensures that applied time of engineers is maximized, developing processes for continuous improvement in quality, efficiency, cross-training, and throughput of the department
• Fosters best practices and standardized procedure adoption to drive efficiency
• Ensures visibility through salesforce, Oracle, and other platforms
• Manages the interface to all Sales segments and departments as well as to other Operations Teams
• Ensures business compliance with all ZOLL corporate guidelines as well as regulatory requirements and QA standards.

Key Metrics:

• Repair turnaround times
• Customer NPS score
• Service efficiency
• Engineer applied time
• Revenue and margin per service activity
• Revenue and margin per head
• Reviews, develops and implements SOPs
• Performs additional projects and tasks

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