Job Summary
Responsible for performing all functions that are required to provide technical support, service and repair for ZOLL TherOx SSO2 and Temperature Management (Thermogard and BrainCool systems) product lines throughout the United States and the North American region. The ExpertCare service engineer must understand and comply with released ZOLL Quality System procedures, work instructions and timelines pertaining to product investigation, service and management of customer issues. Most service work will be conducted at the customers' site (hospital) and occasionally at the ZOLL manufacturing facility in San Jose, CA. Position requires 80% travel within the continental US. Geographic location of position would be ideally based in a Northeast or Midwest location near a major airport, east of the Mississippi.
Essential Functions
- Respond as a respected ZOLL ExpertCare service representative to requests from customers, Sales, Clinical staff, Distributors and/or end-users for technical support. This includes telephone and email support and hands-on troubleshooting and repair activities.
- Schedule and perform Planned Preventive Maintenance, troubleshooting, repair and testing of the Temperature Management and TherOx product lines at the customer hospital site or at the ZOLL service center as required.
- Work in accordance with all current released procedures, test methods and forms for the full range of ZOLL Temperature Management and TherOx product lines.
- Complete all required service documentation in ZOLL systems in a timely manner for device service history files and compliance regulations.
- Provide technical training of ZOLL Temperature Management systems to hospital biomedical engineers, ZOLL distributors or clinical staff as directed.
- Maintain system setup, removal, service and other event documentation in compliance with ZOLL and federal medical device reporting requirements.
- Comply with Corporate and local complaint handling procedures for Temperature Management and TherOx product lines including device investigations, writing investigation reports, CCR database system entries and maintaining cooperation with the ZOLL Circulation QA/RA team.
- Provide input to the ZOLL Circulation USA manufacturing engineering, supply chain and R&D teams to improve performance and reliability of Temperature Management and TherOx product lines based on findings in the field.
- Support ZOLL sales, clinical associates and others as requested with console setup and operational training for ZOLL Temperature Management and TherOx product lines.
Required/Preferred Education and Experience
- Bachelor's Degree Electrical Engineering or Biomedical Engineering preferred.
- 4-6 years hands-on experience in the troubleshooting and repair of medical equipment in the hospital, clinic or corporate environment. Hospital Biomed experience highly preferred.
Knowledge, Skills and Abilities
- A thorough understanding of FDA and ISO 13485 medical device quality system standards and requirements.
- Must be self-motivated, use independent judgment and be able to prioritize scheduled workload to meet daily and monthly business requirements and objectives.
- Must have excellent communication and organizational skills and a customer-focused attitude, comfortable working in busy hospital environments.
- Strong technical skills in electromechanical and/or other medical devices.
- Ability to interact with different types of customers professionally and calmly in various situations including hospitals. Understand, assess, and escalate customer problems to the international ZOLL organization in a timely manner.
- Excellent organizational and follow-through skills, mature interpersonal skills, self-motivated and problem solver.
- Demonstrated self-discipline and time management skills. Able to perform multiple tasks efficiently and on time without the need for close daily supervision.
- Strong attention to detail and accuracy in workmanship and documentation compliance is required.
- Positive, flexible attitude, responsible, dependable, reliable, professional and customer-focused behavior.
- Ability to utilize tools including databases, spreadsheets, email and other means available to effectively perform the required tasks.
- Strong written and verbal skills with knowledge of standard Office computer applications.
- Must be able to work independently as well as in a team environment under the direction of the ZOLL Circulation US service manager.
Travel Requirements
- Up to 80% domestic travel and occasional international air travel is required, with non-standard working hours.
Physical Demands
- Standing - Constantly
- Walking - Constantly
- Sitting - Occasionally
- Lifting - Constantly
- Carrying - Constantly
- Pushing - Constantly
- Pulling - Constantly
- Talking - Occasionally
- Hearing - Frequently
- Repetitive Motions - Constantly
- Eye/Hand/Foot Coordination - Constantly
Working Conditions
- Extreme cold - Occasionally
- Extreme heat - Occasionally
- Humidity - Occasionally
- Wet - Occasionally
- Noise - Frequently
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.
The total compensation range for this position is $60,000 to $80,000. The actual compensation may vary based on geographic location, work experience, education, and skill level.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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