ZOLL Medical

ZOLL Medical

Director of Customer Support

Atlanta, GA · Director

Sponsorship not specified$105k-$120kDetected 6 days ago
ComplianceStakeholder ManagementSalesforceCRMBudgetingExcelAuditingCustomer SupportFDA RegulatoryMedical DevicesResearchLeadershipCommunicationCollaborationOrganizational SkillsMicrosoft OfficeInternal Audit

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odds of building a lasting career here

47Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level II)66
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~30% per draw at Level II). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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About the role

  • We are looking for a high-energy, self-motivated professional who is ready to join our team.
  • Performance Metrics: Establish, monitor, and report on key performance indicators (KPIs) such as First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), Calls Abandoned Rate, and Service Level Agreements (SLAs).
  • Resource Planning: Direct workforce management, including capacity planning, shift scheduling, staffing, and budgeting to handle peak volumes and emergency healthcare demands.

Responsibilities

  • The Director of Customer Support will lead a department that provides excellent customer service.
  • Technical Support & Cross-Functional Collaboration:
  • Product Improvement: Collaborate with Field Service Engineering to feed customer insights, recurring product issues, and software bugs back into the R&D team.
  • Talent Management: Build, mentor, and scale a high-performing team of support managers, technical leads, and customer service representatives.
  • We are looking for high energy, focused and experienced Director of Customer Support to take our Technical Customer Service team to the next level.

Requirements

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Minimum 5 years of progressive leadership experience in call center management.
  • Proficiency with enterprise CRM and call center software (e.g., Salesforce, five9)
  • Proven experience with advanced Excel skills (pivot, charts, formulas, etc.) a must
  • Experience with telephone systems and call tracking technology a must.

Skills

  • Knowledge, Skills and Abilities
  • Outstanding communication skills, stakeholder management, and cross-functional leadership abilities.

Compensation

  • $105,000.00 to $120,000.00
  • Factors which may affect starting salary include geography, skills, education, experience, and other qualifications of the successful candidate.
  • For fully remote positions, compensation will comply with all applicable federal, state, and local wage laws, including minimum wage requirements, based on the employee's primary work location.

Benefits

  • Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.
  • ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders.
  • We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life.

Company info

  • Itamar At ZOLL, we're passionate about improving patient outcomes and helping save lives.
  • Continuous Training: Oversee the creation and execution of rigorous training programs covering products SW and HW, medical terminology, and regulatory compliance. Understands products and can educate internal and external customers.
  • ZOLL is a fast-growing company that operates in more than 140 countries around the world.
  • Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit.

Equal opportunity

  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or status as a protected veteran.
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This listing is sourced directly from ZOLL Medical's careers page and normalized into a canonical job model.