Technical Support Representative II

What we offer

This onsite role in Chelmsford, MA pays $33-$36 per hour and places you into a collaborative team focused on supporting ZOLL medical device products. You will engage with cross-functional colleagues, mentor peers, and stay current on product updates and procedures. The position includes an on-call rotation for after-hours support and occasional travel to customer sites.

Responsibilities

• Provide daily Tier I and II technical support for ZOLL products by phone and email, applying advanced troubleshooting skills to resolve complex issues.
• Follow up with customers to ensure timely and satisfactory resolutions.
• Document all customer interactions, claims, and Service Requests in the Oracle tracking system with accuracy.
• Serve as a resource and mentor for junior representatives, offering guidance, training, and support.
• Collaborate with product management and cross-functional teams to support ZOLL products.
• Participate in an on-call rotation to provide after-hours support for urgent customer needs.
• Represent ZOLL with professionalism and strong customer-service standards in all interactions.
• Travel occasionally to customer sites for troubleshooting, installation support, or hands-on technical assistance.
• Research and analyze required information using available tools, documentation, and system resources.
• Maintain current knowledge of product updates, system changes, and new procedures.
• Exercise independent judgment in resolving issues and making recommendations, with minimal instruction on routine tasks and general guidance on new assignments.

Requirements

• Bachelor's degree in Electronics, Biomedical Engineering, or related field is preferred, or equivalent technical experience.
• Associate degree or Electronic Certification with 5+ years of relevant technical experience.
• Minimum of 3+ years of related experience in technical support, field service, or a similar customer-facing technical role.
• Prior experience working directly with customers in a technical support capacity is required.
• Experience in a clinical or medical environment is preferred.
• Demonstrated proficiency performing complex tasks, applying broad operational knowledge, and working with limited supervision.
• EMT and/or Paramedic certification is preferred, with at least 2 years of complementary experience.

Technologies

• Oracle tracking system

Physical Demands

• Standing — Occasionally
• Walking — Occasionally
• Sitting — Constantly
• Talking — Occasionally
• Hearing — Occasionally
• Repetitive motions — Frequently

ADA accommodations

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