Customer Support Representative ROW

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 a Customer Support Representative for the ROW region, you will provide technical product support and customer service to clients, sales reps, and clinicians across EMEA and APAC. In this role, you will handle complex troubleshooting, manage the complaint and RMA processes, and analyze technical data to identify product trends for continuous improvement.

Essential Functions

• 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 and logistics sides 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.
• Retain customers through superior customer service and technical support.
• Analytical skills to investigate, troubleshoot and resolve customer support cases.
• Analytical skills to identify trends of technical issues in ZOLL Itamar products and present them via numbers and charts.
• Oversee the day-to-day operations of the Customer Support Team
• Provide advanced Customer Support for both internal and external customers. Point of contact for customers and sales rep escalations
• Ensure that all customer inquiries and issues are resolved correctly and, in a prompt, and professional manner.
• Review all technical support-related processes and documentation for continuous improvement.
• Understand and educate customers about all Itamar Medical products and services.
• Performing additional duties where needed

Required/Preferred Education and Experience

• Bachelor’s degree in engineering (or similar).
• 2 years of experience as a technical product customer support rep.
• Experience with medical device products and HIPPA (preferred)
• Experience with industry standard applications (MS Office, Internet Explorer, Google Chrome, Remote Support Tools)
• Advanced MS Excel expert (pivot, graphs, advanced tools)
• CRM experience (Salesforce preferred)

Knowledge, Skills and Abilities

• 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 details, ability to multi-task and work under pressure
• Quick learner with the ability to understand a wide range of issues and topics.
• 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

Preferred Languages

• English - Advanced
• Hebrew - Expert

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.