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 propriety 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 Summary:
As a Technical Lab Support Consultant, you are part of the Itamar Medical team that supports our customers, sales reps, and clinicians, fixing our equipment of minor errors. The Technical Lab Support Consultant will review and repair devices. The Technical Lab Support Consultant will also take inbound phone calls to assist with customer service questions and technical troubleshooting issues. We are looking for a high-energy, self-motivated professional who is ready to join our team.
Essential Functions:

• Provide technical support of all Itamar Medical products and services.

• Troubleshoot, research and respond to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.

• Work with a diverse team 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.

• Understand and educate customers about all Itamar Medical products and services.

• Retain customers through superior customer service and technical support.

• Complete minor repairs on Itamar devices with training.

• Lead and partner projects to improve Customer Support.

Required/Preferred Education and Experience:

• Technical education, job experience or a combination of both
  required

• Three years working as a customer support representative.
  required and

• Two years of technical support experience
  required and

• Experience with industry standard applications (MS Office, Internet Explorer, Google Chrome, Remote Support Tools, Windows, SQL, Salesforce)
  required

Knowledge, Skills and Abilities:

• Excellent verbal and written skills

• Strong analytical and reasoning skills to effectively troubleshoot issues over the phone.

• Ability to adapt to an everchanging work environment.

• Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure

• Someone who is a quick learner with the ability to understand a wide range of issues and topics.

• Ability to work independently, but who is excited to be a part of a dynamic team.

• Ability to communicate technical issues in a way that is understandable to non-technical customers.

Travel Requirements:

This position does not include travel outside of the possible short (local) trips to the bank and/or Postal Service, etc.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. It is understood by Employee that if he/she is requesting/ will need special accommodations to perform duties, it is their responsibility to inform Itamar Medical Human Resources and/or ADP immediately.

• Employee is continuously required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear (up to 98% of an average 8-hour day).

• The employee must occasionally lift or move up to 20 pounds (up to approximately 5% of an average 8-hour day).

• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

• This job must use ergonomic tools and correct posture along with correct procedures for lifting, bending, squatting, carrying, pulling and reaching.

• Digital dexterity and hand/eye coordination in operation of office equipment.

• Ability to speak to and hear customers and/or other employees via phone or in person is required.

• Body motor skills enough to enable incumbent to move from one office location to another.

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.