The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives.

ZOLL has been Pittsburgh’s Manufacturer of the Year, one of Western PA’s Healthiest Employers, and even one of Pittsburgh’s Coolest Offices. But it’s our unique opportunity to impact people’s lives that makes ZOLL the ideal place to build your career.

This is a hybrid position, located in San Jose, CA.

The pay range for this position is $25/hr.-$38/hr.

Job purpose
Responsible for processing patient electrocardiogram recordings and processing inbound/outbound telephone calls from patients, physicians, clinicians, and field personnel.

Duties and responsibilities
• Analyze and interpret patient electrocardiogram recordings and prepare reports using review and analysis software.
• Provides patient education and technical support via phone including analysis and resolution of product or system problems, instructional support and equipment shipping.
• Troubleshoots issues effectively and in compliance with all associated training and work instruction.
• Participate in Continuing Education testing to ensure quality standards are met. Must maintain acceptable test scores.
• Identifies specific issues with regard to patient questions/concerns/complaints and utilizes advanced troubleshooting skills to resolve issues.
• Documents all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports and any other required documentation in applicable systems.
• Identifies and executes the most cost effective approach to deploy in resolution of patient concerns.
• Provides exceptional customer service to our patients, medical professionals and field personnel.
• Facilitates returns and equipment shipments to ensure patients receive needed equipment and all equipment is returned and tracked appropriately.
• Appropriately identifies alleged deficiencies related to the identity, labeling, packaging, quality, durability, reliability, safety, effectiveness or performance of the LifeVest in accordance with company policy and applicable regulations.
• Processes End of Use requests in accordance with all End of Use procedures.
• Appropriately identifies escalated issues requiring external communication and
ensures that they are documented, tracked and escalated in accordance with
work instruction.
• Assists in the development and maintenance of training procedures, complaint
procedures, and shipping/returning procedures.
• May be on-call to provide support outside of normal business hours.
• Periodic overnight travel to the Pittsburgh office will be required for remote
employees.
• Performs other duties and tasks as assigned.

Qualifications
• High School diploma or equivalent required. Associates/Bachelors degree in
related field preferred
• Previous ECG analysis experience required.
• Graduate of Cardiovascular or similar technical training school program
preferred, not required.
• Certified Cardiographic Technician (CCT) or Certified Rhythm Analysis Technician
(CRAT) certification preferred. Required within six months of employment.
• Minimum one year of experience in a technical support environment or
equivalent.
• Strong communication skills, both oral and written, including the ability to
translate and communicate technical and analytical issues to all types of end
users.
• Strong customer service skills.
• Technical aptitude or experience troubleshooting complex systems.
• Excellent computer skills, including Microsoft Office experience.
• Empathy for direct patient contact. Medical Experience a plus.
• Listening, speaking, reading and writing fluency in Spanish a plus.

Working conditions
This position is generally performed in a typical office environment that is usually quiet. Employee is
expected to work collaboratively with team members, as well as able to work independently with limited supervision. Work will require significant computer and telephone work.

Physical requirements
While performing the duties of this Job, the employee is regularly required to sit, talk and hear. The
employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.

Supervisory responsibility
None

AAP/EEO Statement
ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.

Equal Opportunity Employer – Disability and Veteran