Job Information
Zoll Medical Corporation Depot Technician / Helpdesk Support in IT Piacenza, Italy
Resuscitation
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.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. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.
Location: Piacenza office - Onsite - 5 days per week
As a Depot Technician/ Helpdesk Support, you will perform a variety of duties at ZOLL Medical including, but not limited to, the following functions:
Essential Functions:
HELPDESK:
Answering customer complaints at the helpdesk (telephone, e-mail)
Technical support on the phone according to training level
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
Tracking of loaned devices for customers (retrieval of loaned devices)
Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
Assisting customers with SW upgrades, data communication over the phone
Order processing / order entry in Oracle and Kanban
Service incoming and outgoing inspection
Spare parts administration / purchasing / procurement
DEPOT:
Fault finding and repairing ZOLL devices at board level and below
Performing regular maintenance on ZOLL devices
Carrying out of device modifications and Updates/Upgrades
Performing input and output quality checks
Making sure all tasks are done well on time, minimizing overall TAT (turnaround times)
Accurate documenting of fault findings, creating of detailed service reports
Tracking of activities in the Complaint Management System database
Handling of incoming customer calls and inquiries
Close cooperation with other European Tech Service departments and Headquarters
Building strong relationship to Sales, Customer Service and Business Partners
Performing internal and external trainings
Supporting the development of processes for continuous improvement in quality
Experience/Skills Requirements:
Technician or Engineering degree or equivalent experience
3+ years of similar work experience in a helpdesk / depot environment
Fluent Italian and English (verbal and written)
Knowledge of electrical engineering or biomedical engineering
Troubleshooting skills and a high attention to detail
Excellent communication and interpersonal skills
Strong time management and personal organization skills
Customer-oriented person
Knowledge of local laws and regulations for medical products, focus on MDR, EN 60601, EN 62353 etc. is appreciated
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