Customer Support Representative for EMEA & APAC

ZOLL Medical 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.

About us:

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on propriety signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life.

WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar’s corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

As a Customer Service & Technical Support Representative, you will be part of the ZOLL Itamar team that supports our customers, sales reps, and clinicians, and assisting them with customer service questions and technical troubleshooting issues. We are looking for a high-energy, self-motivated professional who is ready to join our team.

Duties and responsibilities:

• Provide customer service and technical support for all Itamar Medical products and services.

• Ensuring proper management of the complaints handling process

• Handling support cases - troubleshoot, research, and respond to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.

• Manage operational side of the RMA process and replacements in CRM system.

• Work with a diverse team (R&D, Sales, Logistics, and others) to investigate, assess and resolve issues in accordance with established guidelines and policies. Inform Customer Service Manager of all unresolved issues.

• Keep accurate records and document actions and discussions.

• Understand and educate customers about all Itamar Medical products and services.

• Retain customers through superior customer service and technical support.

Essential Job Functions

• Education and Certifications: Bachelor’s degree in Industrial engineering or similar.

Position Requirements

• 3+ years’ experience working as a customer support representative/technical support representative.

• Experience with medical device products regulations requirements ( like: HIPPA, Complaints handling, etc.) .

• Technical education, job experience or a combination of both.

• Experience with industry standard applications (MS Office, Remote Support Tools, OS, Sales Force).

• Strong client-facing and communication skills in English both verbal and written.

• Strong analytical and reasoning skills to effectively troubleshoot issues.

• Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure.

• Someone who is a quick learner with the ability to understand a wide range of issues and topics

• Ability to communicate technical issues in a way that is understandable to non-technical customers

• Self-motivated professional and a high-energy who is excited to be a part of a dynamic team.

• Flexible work hours to support global activity as needed

Language: English – excellent (must), other - advantage

Location: Hybrid work located in Caesarea

Travel Requirements: up to 15% traveling.