Technician
2 weeks ago
Resuscitation
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.
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.
At ZOLL, you won’t just have a job. You'll have a career—and a purpose.
Join our team. It’s a great time to be a part of ZOLL
**Job Summary**
As a Depot Technician/ Helpdesk Support, you will perform a variety of duties at ZOLL Medical.
**Essential Functions**
- HELP DESK:
- Technical support on the phone according to training level.
- Document complaints using Service Requests (SRs) in the Oracle database in accordance with ZOLL global Standard Operating Procedures (SOPs) and in the local system.
- Track of loaned devices for customers (retrieval of loaned devices).
- Troubleshoot with customers on the phone through critical thinking and reference to ZOLL tools and manuals.
- Assist customers with SW upgrades, data communication over the phone.
- Order processing / order entry in Oracle and Kanban.
- Service incoming and outgoing inspection.
- Spare parts administration / purchasing / procurement.
- Inventory support.
- General service administration.
- Possible future 24/7 on-call support for customers.
- DEPOT:
- Fault finding and repairing ZOLL devices at board level and below.
- Perform regular maintenances on ZOLL devices.
- Carry out of device modifications and Updates/Upgrades.
- Perform input and output quality checks.
- Make sure all tasks are done well on time, minimizing overall TAT (turnaround times).
- Accurate document of fault findings, creating of detailed service reports.
- Track of activities in the Complaint Management System database.
- Handle of incoming customer calls and inquiries.
- Close cooperation with other European Tech Service departments and Headquarters.
- Build strong relationship to Sales, Customer Service and Business Partners.
- Perform internal and external trainings.
- Support the development of processes for continuous improvement in quality.
- Other tasks assigned depending on workload.
**Required/Preferred Education and Experience**
- Technician or Engineering grade or equivalent experience
- 3-5 years of similar work experience in a helpdesk / depot environment
**Knowledge, Skills and Abilities**
- Knowledge of electrical engineering or biomedical engineering.
- Diagnostic and measurement equipment.
- Knowledge of local laws and regulations for medical products, focus on MDR, EN 60601, EN 62353 etc. is appreciated.
- Troubleshooting skills.
- Excellent communication and interpersonal skills.
- High attention to detail.
- Strong time management and personal organization skills.
- Multi-tasking capability.
- Customer-oriented person.
- Team player with a positive attitude.
- Driver's license class B.
**Preferred Languages**
- English - Advanced
**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's 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.
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