At ZOLL, we offer innovative technologies that make a real difference to peoples 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
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