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31 Jul

Supervisor, Customer Support

Pennsylvania, Pittsburgh , 15201

Reference #: R13426

CMSJob purpose

Supervise an Account Coordinator (AC) team providing customer support to the sales force, patients, and medical professionals. This position will also supervise a Senior Account Coordinator(s).Duties and responsibilitiesParticipate in the recruiting, interviewing, and hiring process for new Customer Support including requisition submission, new hire setup requests, and any required accompanying paperwork.

Provide and coordinate training as needed as well as ongoing coaching to ensure all staff are trained to properly execute their job responsibilities.

Manage shift scheduling, timecard approval/correction, call-offs, PTO, and breaks to ensure proper coverage.

Supervise staff by providing leadership and guidance, and by addressing escalations.

Perform quality reviews and provide coaching to drive improvement and continued success.

Provide data for metrics as assigned and work with management, seniors, and team in order to meet all objectives.

Identify opportunities to improve or enhance processes, procedures, technology, training, customer care, quality, productivity, etc., and aid in or drive the implementation of those enhancements.

Work with management to create, update, and enforce all team standards and procedures.

Provide coaching and feedback to address areas for employee improvement up to and including preparation for disciplinary action.

Minimal travel requirements.

Performs other duties as assigned by Management.QualificationsHigh School degree or GED required.

A minimum of 3 years customer service, recruiting, and training experience

A minimum 1 year supervisory or lead experience in a Customer Service environment.

Working knowledge of Microsoft Office with an intermediate to expert knowledge level of Excel.

Strong written and oral communication skills.

Strong and creative problem-solving skills and adaptability.

Experience leading meetings and creating training documents.

Experience coaching for both improvement and success.

Experience managing projects.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 Cardiac Management Solutions offers a unique portfolio of novel technologies designed to deliver better insights and better outcomes. On any given day, clinicians utilize these ZOLL products for tens of thousands of cardiac patients around the world:

LifeVest, the world first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.

HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.

TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.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.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.

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.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' lives that makes ZOLL the ideal place to build your career.Job SummarySupervise an Account Coordinator (AC) team providing customer support to the sales force, patients, and medical professionals. This position will also supervise a Senior Account Coordinator(s).Essential Functions

Participate in the recruiting, interviewing, and hiring process for new Customer Support including requisition submission, new hire setup requests, and any required accompanying paperwork.