At ZOLL, we offer innovative technologies that make a real difference to 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.

Location: Runcorn Office – Onsite - 5 days per week. Following successful probation period, 1 day remote working offered

As a Technical Support Helpdesk Representative, you will deliver support for our medical device products, assisting both internal and external customers through phone and email. This role involves addressing product-related inquiries, as well as coordinating with other teams to escalate issues and ensure customer satisfaction. You will perform a variety of duties at ZOLL Medical UK including, but not limited to, the following functions:

Tasks

• Supporting customer complaints (telephone, e-mail)
• Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
• Documenting complaints using Service Requests (SRs) in the Oracle database in accordance with ZOLL global Standard Operating Procedures (SOPs) and in the local KANBAN system
• Organizing return of customer product
• Reporting special incidents to the supervisor in accordance with MHRA
• Tracking of loaned devices for customers (retrieval of loaned devices)
• Order processing / order entry in Oracle
• General service administration

Requirements

• 2 year degree/certificate in electronics/biomedical (preferred), or equivalent experience
• Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry.
• Fluent versed in English language (verbal and written)
• Excellent communication and interpersonal skills
• High attention to detail
• Strong troubleshooting and problem solving skills
• High self-confidence and self-management skills
• A customer-oriented person
• Team player with a positive attitude
• Practical experience with Microsoft Office products
• Proper phone etiquette and effective listening skills