Technical Service Specialist

Acute Care TechnologyAt 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.

Job Type

On Site

Job Summary

As a Technical Service Specialist, your role involves inspecting, troubleshooting, and servicing ZOLL San Jose products including AutoPulse batteries, chargers, TherOx, BrainCool and Thermogard consoles, and more. This role involves developing efficient service processes, analyzing test results, and determining the root cause of failures. Collaboration with engineers, technicians, manufacturing, quality and management personnel and other stakeholders is essential to resolve issues and help improve product quality. Maintaining accurate service records and adhering to quality system requirements is essential. Strong problem-solving, communication, flexibility, and organizational skills are required. With experience in electromechanical product servicing and education in electrical, mechanical, or computer science fields, you will excel in this position. Field service calls at customer sites may also be part of your responsibilities.

Essential Functions

• Follow documented service instructions to perform inspection, investigation, troubleshooting, analysis, and service work on ZOLL San Jose medical devices (AutoPulse legacy and NXT batteries, chargers, TGXP and TGHQ consoles, BrainCool consoles, TherOx consoles, and others as required).
• Read and understand work instructions, test procedures, product specifications, wiring diagrams, and schematics to determine testing equipment and procedures to be used.
• Compare results with specifications and record test data on PC and associated service forms.
• Perform functional and component level investigation, troubleshooting, and tests on sub-assemblies as well as finished devices as required.
• Analyze test results and troubleshoot defective units to determine and document the most likely root cause of failure.
• Support Complaints and QA processes by documenting returned device investigations and service work performed.
• Maintain service records, tests, and investigation documents in accordance with the corporate quality system requirements.
• Provide input to engineering on device failures and suggestions for improvements.
• Calibrate test instruments and equipment according to specifications.
• Working knowledge of the basic electromechanical design of components and equipment.
• Capable of reading electrical schematics and performing moderate electrical troubleshooting.
• Perform system-level tests on sub-assemblies as well as finished devices.
• Work with engineering, manufacturing, and other departments to develop and document new or improved service work instructions.
• Confer with ZOLL engineers, technicians, production personnel, manufacturing engineering, and others as required to resolve problems or improve product quality. Perform US field service calls at customer sites as required.
• Develop or improve service processes that contribute to efficient and productive service turnaround.
• Perform telephone and on-site customer service assistance as required
• Able to identify and correct more complex problems associated with start-up
• Develop an on-going relationships with customers to ensure future business success.
• Must be able to resolve and troubleshoot implementation problems and/or train customers on the features of the equipment they have purchased.
• Responsible for returned product analysis and collaborate with R&D to identify how the device can be better serviced.
• Must be able to make independent judgment and independently problem solve during time of limited supervision

Required/Preferred Education and Experience

• Bachelor's Degree in engineering required or relevant work experience required
• A minimum of 2+ years of relevant experience on servicing Electromechanical Products required

Preferred Languages

• English - Advanced

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - 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's 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 annual salary for this position is:

$73,000.00 to $105,000.00

This position is eligible for an annual bonus in accordance with the company's bonus plan. Factors which may affect starting salary include geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

Applications will be accepted on an ongoing basis until this position is filled. For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee’s primary work location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.