Responsible for ensuring ZOLL is meeting customer service and product expectations whether an escalated capacity, support role, deployment, education, training, proactive setting, and/or follow-up to a service ZOLL has provided. The Assistant Customer Quality Assurance Manager will support and service' the ZOLL customers as directed by his/her management, in an effort to give the customer the best possible experience with ZOLL. This position is required to work fluidly with Sales, CQA Engineering, Service Depot, Technical Support and Service Business Administration on all post-sales activity as it relates to the customer. Reports to the Regional Manager, Customer Quality Assurance.
Complete responsibilities related to meeting customer expectations at the direction of the CQA Global Manager in accordance with ZOLL service goals, targets and objectives.
Visit and manage customers effectively in proactive and reactive circumstances. Frequent and routine travel to customer sites is a requirement of the position. Up to 50% domestic travel, with occasional international travel to support global development
Tactically deploy individuals regionally and work flu idly within ZOLL organization to meet customers' expectations
Liaison for deployments, educations and training, support, depot service and product concerns
Escalation support for the Technical Support Representatives
Collaborate with Regional team of support reps to respond to customer needs within their geography
Develop, monitor and publish metrics as it relates to field support and customer interaction
Maintain & communicate customer specific information related to field support activity
Expense reporting and budget management based on travel requirement
Manage and perform ECG analysis Algorithm reviews and provide customer correspondence
Provide support to other CQA Managers as required
Special projects and other duties as assigned.
Annual ZOLL product training requirement of 40 hours to maintain proficiency
Ability to lead discussions and meetings effectively as facilitator
Ability to meet objectives in a timely manner
Excellent verbal and written communication skills
Exceptional organization skills and the ability to schedule tactically
Must be highly proficient with Excel and Access; must have experience with other Windows applications such as Word.
Creative problem solving skills and good customer follow up skills
Bachelor's Degree or equivalent
Minimum 10 years' experience interfacing with external customers is required
Valid Drivers License
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 Oppotunity Employer M/F/D/V.