Job Information
Zoll Medical Corporation Supervisor Technical Helpdesk Team Europe in Cologne, Germany
Resuscitation
ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest.
Office based in Cologne
Fluency in German and English is required
The “Supervisor Technical Helpdesk” is responsible for supervising the Helpdesk Team in the Europe Region, the planning and execution of service processes, the development of service offers, the assumption of tasks, accounting, and logistics and to secure all duties belonging to this service will be properly executed and reported.
Essential Helpdesk Functions:
Supervising & supporting the development of the Technical Helpdesk Service in the Europe Region
Answering customer complaints at the helpdesk (telephone, e-mail)
Technical support on the phone according to training level
Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
Assisting customers with SW upgrades, data communication over the phone
Possible future 24/7 on-call support for customers
Oversee training as needed to ensure all staff are trained to properly execute their job responsibilities
Perform quality review, and provide coaching to drive improvement and continued success of the department
Provide leadership and guidance in addressing escalations
Work with employees to provide coaching and feedback and to address any areas for improvement up to and including development plans and Performance Improvement Plans
Essential administrative Functions:
Order processing/ Documenting complaints using Service Requests (SRs) in the Oracle database in accordance with ZOLL global Standard Operating Procedures (SOPs) and in the local KANBAN system
Continuous reporting and documentation of activity related KPIs
Invoice creation / invoice processing
Spare parts administration / purchasing / procurement
Inventory support
Notification of special incidents according to MDR to the Service manager
Reliable, conscientious tracking of the loaner inventory / loaner tracking tool
General service administration
Required/Preferred Education and Experience:
Knowledge of electrical engineering or biomedical engineering is desirable.
Fluent bilingual in English and German (oral and written)
3-5 years of similar work experience in a helpdesk environment
Excellent communication and interpersonal skills
High attention to detail
Strong troubleshooting skills
High self-confidence and self-management skills
A customer-oriented person
Team player with a positive attitude
ZOLL Medical Corporation appreciates and values diversity. We are an Equal Opportunity Employer M/F/D/V