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Technical Support Supervisor

Overview 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. From Real CPR Help? technology-an industry first-to the world's only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we're invested in their success.
We offer competitive salaries and a comprehensive benefits package. Join our team. It's a great time to be a part of ZOLL!
Supervise the daily activities of the Code Data Support team. Oversee the support services offered to clients across a range of products. Assist in achieving team monthly/quarterly goals. Provide guidance and support to team members.
Responsibilities
  • Provide day-to-day supervision and guidance for the Code Data Support team.
  • Monitor employee productivity and provide constructive feedback and coaching.
  • Oversee technical escalations.
  • Attend daily status meetings and present input and output numbers.
  • Distribute workload on a daily basis.
  • Provide feedback, support, training and mentoring for Code Data Support Team members.
  • Responsible for maintaining and tracking support metrics against team guidelines.
  • Work with other departments and customers to investigate, analyze and resolve complicated issues.
  • Responsible for tracking Code Data Support service metrics for the department.
  • Monitor tickets, Cases and Claims in the ERP System and provide monthly reports to Management.
  • Work with management to develop and improve department processes.
  • Provide technical guidance on technologies including Windows Server operating systems, desktop operating systems, ZOLL software and hardware.
  • Generate detailed documentation, provide instruction and training, and develop knowledge-base content.
  • Ability to travel.

Qualifications
  • Motivated self-starter with the ability to exercise own judgement.
  • Capable of prioritizing activities, delegating, and performing multiple tasks.
  • Excellent interpersonal and leadership skills.
  • Improves results by generating, encouraging and supporting new ideas.
  • Energetic, creative, goal-oriented team player.
  • Ability to work independently with little supervision as well as within a team.
  • Proven customer interface skills.
  • Excellent organizational, oral and written communication skills.
  • ERP systems experience, preferably Oracle.
  • Technical aptitude.
  • Customer service focused.
  • Familiar with installing, configuring and troubleshooting SQL, IIS and DNS.
  • Solid understanding of IP networks, wireless solutions, security concepts, managing certificates.
  • Able to review log files, perform complex software installations, resolve deployment obstacles.
Required/Preferred Education and Experience:
  • Bachelor's degree in Computer Science preferred.
  • Technical certifications for Microsoft products preferred.
  • SQL administration experience preferred.
  • Clinical, EMS, hospital, BioMed experience preferred.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.
ZOLL Medical Corporation appreciates and values diversity. We are an Equal Opportunity Employer M/F/D/V.
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