Depot Technician

Resuscitation

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in 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.

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

**Location**: Piacenza office - Onsite - 5 days per week

As a Depot Technician/ Helpdesk Support, you will perform a variety of duties at ZOLL Medical including, but not limited to, the following functions:
**Essential Functions**:
**HELPDESK**:

- Technical support on the phone according to training level
- 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
- Tracking of loaned devices for customers (retrieval of loaned devices)
- Troubleshooting with customers on the phone through critical thinking and reference to ZOLL tools and manuals
- Assisting customers with SW upgrades, data communication over the phone
- Order processing / order entry in Oracle and Kanban
- Service incoming and outgoing inspection
- Spare parts administration / purchasing / procurement
- Inventory support
- General service administration
- Possible future 24/7 on-call support for customers
- Other tasks assigned depending on workload

**DEPOT**:

- Fault finding and repairing ZOLL devices at board level and below
- Performing regular maintenance on ZOLL devices
- Carrying out of device modifications and Updates/Upgrades
- Performing input and output quality checks
- Making sure all tasks are done well on time, minimizing overall TAT (turnaround times)
- Accurate documenting of fault findings, creating of detailed service reports
- Tracking of activities in the Complaint Management System database
- Handling of incoming customer calls and inquiries
- Close cooperation with other European Tech Service departments and Headquarters
- Building strong relationship to Sales, Customer Service and Business Partners
- Performing internal and external trainings
- Supporting the development of processes for continuous improvement in quality

**Experience/Skills Requirements**:

- Technician or Engineering degree or equivalent experience
- 3-5 years of similar work experience in a helpdesk / depot environment
- Fluent Italian and English (verbal and written)
- Knowledge of electrical engineering or biomedical engineering
- Troubleshooting skills and a high attention to detail
- Excellent communication and interpersonal skills
- Strong time management and personal organization skills
- Customer-oriented person
- Knowledge of local laws and regulations for medical products, focus on MDR, EN 60601, EN 62353 etc. is appreciated