Acute Care Technology
The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world‑class customer service.
Office based role in Runcorn
Description Summary
As a Customer Support Specialist you are primarily responsible for front‑line customer interaction, advice and order processing. You will demonstrate good communication, initiative and strong customer focus, working closely with team colleagues, Sales, Business Partners and Operations colleagues (both local and within ZOLL Corporate). You will receive customer orders and enter them into the Oracle system, as well as handle all customer‑related requests (such as shipment requests, complaints, etc.).
Essential Functions
- Develop centre‑of‑excellence for customer service
- Assist customer service sites and offices and liaise with all business functions
- Ensure that customer requirements and needs are met within company response times
- Operate the Customer Experience Department for ZOLL Resuscitation products on a day‑to‑day basis
- Process customer quotations and orders accurately within agreed company timescales, terms & conditions
- Process fault finding and creation of Service Reports
- Meet and exceed customer satisfaction targets, minimise customer complaints and actively deliver solutions
- Handle and report customer complaints following escalating procedures
- Complete departmental administration and order management as required
- Assist customers with general product portfolio queries
- Triage basic customer device queries (user‑guide level) and route technical queries to technicians/engineers for fault finding and repair
Required/Preferred Education And Experience
- Experience in a customer‑service environment
- Proficient with PC/notebook and Microsoft Office applications, preferably Oracle
- Fluency in written and spoken English essential
- Excellent communication skills, able to operate at all levels within own and customer organisations
- Minimum experience with ISO 9001 or ISO 13485 medical device quality system preferred
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