At ZOLL Data, we believe that medics, firefighters, dispatchers and the patients they serve should have better experiences during some of the most stressful times of their lives. We build software and services to help them achieve that.  We are a market leader in SaaS, enterprise, and mobile software solutions for the EMS industry (Emergency Medical Services), including applications focused on dispatch, billing, patient care, and fire departments. Our vision is to improve lives through transformational people and products.

Perks & Benefits: In addition to a great company culture, we provide a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. We have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service and much more!  Our full benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD and tuition reimbursement.

***This is NOT a remote position. Local candidates preferred. 

Learn, Lead, Motivate & Serve.  We are seeking a Manager of Customer Support to join our Customer Success & Operations Team.  The single most important objective of this individual is to ensure that our customers achieve their desired outcomes from our technical support team. 

Responsibilities

• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
• Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.

Qualifications

• 3+ years’ software support management experience
• 5 years experience in technical support
• Bachelor’s Degree in Business Administration, Computer Science or related field
• Excellent verbal and written communication abilities
• Strong understanding of software support

Manager Skills and Qualifications:

• Performance Management, Project Management, Coaching, Supervision, Quality Management, Results Driven, Developing Standards, Foster Teamwork, Handles Pressure, Giving Feedback

ZOLL appreciates and values diversity! We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.