Acute Care Technology
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.

JOB SUMMARY

As a Product Support Specialist III, you will serve as a Subject Matter Expert (SME) within the team, providing advanced product support for complex issues and playing a key role in driving product improvements. You will take ownership of escalated cases, lead cross-functional initiatives, and mentor junior team members. Additionally, you will analyze customer data and product feedback, using insights to enhance support processes and contribute to the overall customer experience.

REQUIRED/PREFERRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in a related field or equivalent professional experience.
• Typically 4-6 years of product support experience, including advanced troubleshooting.
• Proven expertise in advanced troubleshooting of complex issues and leadership in resolving escalated cases.

KNOWLEDGE, SKILLS AND ABILITIES

• Skills: Strong mentorship abilities, analytical thinking, and demonstrated cross-functional leadership.
• Advanced Product Expertise: Deep knowledge of all product features, including advanced configurations and integrations, with the ability to independently resolve complex issues.
• Proactive Customer Engagement: Uses data and trends to anticipate potential issues and prevent them before they escalate.
• Product Mentorship: Provides mentorship and technical guidance to junior team members, sharing knowledge to build their product support skills.
• Process Improvement: Identifies and implements enhancements in support processes to improve efficiency and customer satisfaction.
• Innovation & Analytical Thinking: Leverages creativity and analytical thinking to introduce new solutions to recurring product challenges.
• Product Integration Insight: Understands product interdependencies within the suite and offers solutions that optimize the overall product ecosystem.
• International Readiness: Develops the necessary knowledge to support customers in new regions (e.g., Canada), ensuring region-specific product requirements are met.

ESSENTIAL FUNCTIONS

• Serve as an SME for assigned SaaS products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis.
• Mentor junior team members, providing guidance and support on advanced product knowledge and customer support techniques.
• Lead cross-functional initiatives that improve product support workflows, collaborating with product management, engineering, and marketing teams to enhance efficiency and customer satisfaction.
• Proactively engage with customers, using historical data to anticipate issues and prevent future escalations.
• Work closely with R&D to address recurring product issues by contributing insights that help shape the product roadmap. Leverage creativity and analytical skills to propose solutions, enhancing both the product and internal support processes.
• Ensure the quality and accuracy of knowledge base articles, acting as a knowledge approver and authoring new content as needed.
• Analyze customer data to identify trends in product usage, proposing process improvements and enhancements based on recurring issues.
• Develop a comprehensive understanding of how different products within the suite integrate, providing solutions that optimize the overall product ecosystem.
• Prepare to support international customers by developing knowledge of region-specific product requirements (e.g., Canada).

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 - Frequentl