Are you smart, motivated, and ready to roll? If so then you'll feel right at home here at ZOLL where we encourage creativity and reward initiative while helping our customers save lives!
ZOLL is the market leader in the delivery of enterprise software solutions for EMS organizations and fire agencies nationwide. Our software literally helps save lives and our support technicians are busy helping agency operators solve complex technical and end user issues. We're looking for a dynamic leader to manage and inspire several of our teams and to work as a key contact point for customers as well as individuals within ZOLL.
Duties:
* Manage several teams of direct reports within the Support department.
* Motivate and drive team morale and retention.
* Attend product meetings to offer input on product roadmap decisions, customer escalations, and implementation and training suggestions.
* Perform call observations and ticket quality checks for your direct team and overlap where needed with Support Director.
* Deal with escalated situations from phone calls to ticket follow up on an as needed basis.
* Act as primary customer facing agent for ZOLL and visit customer sites when necessary.
* Work strategically with the Support Director to create, deliver and drive new processes and procedures within the Support organization.
* Support the vision, direction and culture of ZOLL
Qualifications:
* Must have previous supervisory experience in a professional setting, with responsibility for a minimum of 5 employees to include hire/fire authority, performance reviews, compensation, etc.
* Experience with budgets and forecasting.
* Energetic, positive attitude that is motivational and inspiring.
* Must be passionate about providing excellent customer service.
* Strong leadership skills.
* Strong communication skills, both written and verbal.
* Proven time management and prioritization skills in fast paced environment.
* Previous call center or hospitality experience would be a plus.
* Technical experience a plus (SQL Server 2005, Windows Server 2003, MS O/S, Crystal Reports).
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As a member of the IT Services team, the Implementation Engineer will play a key role in product roll-out for various RescueNet products by helping to establish the gold standard for how we scope our projects and the process followed during application install. The Implementation Engineer will drive consistency within our scoping and installation process and ensure the client environment is installed and stable prior to the commencement of product training. This would include conducting scope calls to review hardware, software and networking requirements, reviewing hardware configurations, discussing implementation strategy, and the remote installation of RescueNet products prior to the training process. The Implementation Engineer would also help to establish processes, procedures, and documentation for these activities and work closely with the Implementation Team to troubleshoot problems with systems prior to support handoff.
Duties:
** Responsible for preparing clients for product installation through a scoping process. This would include a virtual walk through of the customer's environment to evaluate hardware, software, and networking requirements.
** Working with the client to develop a system configuration and installation strategy.
** Scheduling and performing software installations for SQL and RescueNet products in preparation for product training.
** Responsible for managing Implementation timelines and conveying those timelines to the Implementation team members assigned to the product.
** Troubleshooting issues related to installation including Server O/S, SQL, VM Ware, IIS, and product specific functionality prior to training visit in order to ensure all RescueNet applications are fully functional.
** Work closely with the Implementation Team to coordinate department-wide efforts relative to implementation and training.
** Act as "front line support" for the Implementation Team in the event of technical issues while at a client site. This would not be direct customer support; rather a mechanism for assisting the Implementation Specialists with project close-out and issue resolution prior to a handoff to the ZOLL technical support team.
** Establish consistency with troubleshooting and issue reporting procedures within the Implementation and IT Services teams.
** Occasional travel possible to 15%.
