Acute Care Technology At ZOLL, we offer innovative technologies that make a real difference to 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. Location: Runcorn Office – Onsite - 5 days per week. Following successful probation period, 1 day remote working offered As a Technical Support Helpdesk Representative, you will deliver support for our medical device products, assisting both internal and external customers through phone and email. This role involves addressing product-related inquiries, as well as coordinating with other teams to escalate issues and ensure customer satisfaction. You will perform a variety of duties at ZOLL Medical UK including, but not limited to, the following functions: Essential Functions: • Supporting customer complaints (telephone, e-mail) • Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals • 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 • Organizing return of customer product • Reporting special incidents to the supervisor in accordance with MHRA • Tracking of loaned devices for customers (retrieval of loaned devices) • Order processing / order entry in Oracle • General service administration Experience/Skills Requirements: • 2 year degree/certificate in electronics/biomedical (preferred), or equivalent experience • Minimum of 2 years prior technical support experience working directly with customers, or equivalent experience working in a technical capacity within the industry. • Fluent versed in English language (verbal and written) • Excellent communication and interpersonal skills • High attention to detail • Strong troubleshooting and problem solving skills • High self-confidence and self-management skills • A customer-oriented person • Team player with a positive attitude • Practical experience with Microsoft Office products • Proper phone etiquette and effective listening skills LI-AK1