Customer Support Lead

Customer Support Lead
Location: IL Caesarea
Itamar

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 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 proprietary 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.

Job Type

Hybrid

Job Summary

As the US Customer Support Lead, you will help lead an organization that provides excellent customer service. You are part of the Itamar Medical team that supports our customers, sales reps, and clinicians with customer service questions and technical troubleshooting issues, ensuring efficiency and effectiveness, creating engaged customers while increasing customer satisfaction, loyalty and retention.

Essential Functions
Leads and motivates the US Customer Support Team to ensure the best customer service and technical service possible. Recruits and trains as necessary.
Ensures the team works according to procedure, responding to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.
Assists in the development of processes, procedures, policies and standards.
Serves as a second level of support to manage complex issues.
Assist in leading the Service Lab activities to handle return materials, upgrades, repairs and inspections.
Has a deep understanding of Itamar’s devices, products and services. Understands and can educate customers.
Retains customers through great customer and technical support.

Required/Preferred Education and Experience
College degree preferred
Proven experience as a Customer Service Representative. required
Experience in medical device industry preferred. Awareness of industry technology, trends and applications.
Experience with CRM system (Salesforce a plus) preferred

Knowledge, Skills and Abilities
Good technical understanding.
Excellent verbal and written skills.
Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure.
Strong analytical and reasoning skills.
Someone who is a quick learner with the ability to understand a wide range of issues and topics.
Able to effectively plan and delegate work.
Able to work independently but someone who is excited to be a part of a dynamic team.
Flexible to work late hours and weekends if needed.

Travel Requirements
15-20% willingness to travel

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.