Director of Customer Support

About the role

Itamar 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.

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. Our core product is the WatchPAT® family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed.

We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT® is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Type Hybrid Job Summary We are looking for high energy, focused and experienced Director of Customer Support to take our Technical Customer Service team to the next level. The Director of Customer Support will lead a department that provides excellent customer service.

They will support our patients, customers, sales reps, and clinicians with customer service questions and technical troubleshooting issues, ensuring efficiency and effectiveness, creating engaged customers while driving high performance, efficiency, and exceptional customer satisfaction. We are looking for a high-energy, self-motivated professional who is ready to join our team.

Essential Functions

Operations & Call Center Management: Strategic Leadership: Oversee 24/7 hours call center operations, technical support agents, and remote troubleshooting teams. 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. Regulatory Compliance & Quality Assurance: Complaint Handling: Ensure all customer inquiries, technical issues, and product feedback are rigorously documented, categorized, and processed in compliance with FDA and other medical regulations.

Technical Support & Cross-Functional Collaboration: Complex Technical Escalations: Serve as the ultimate escalation point for high-priority clinical or technical failures involving diagnostic medical equipment. Product Improvement: Collaborate with Field Service Engineering to feed customer insights, recurring product issues, and software bugs back into the R&D team.

Team Development & Leadership: Talent Management: Build, mentor, and scale a high-performing team of support managers, technical leads, and customer service representatives. 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.

• Required/Preferred Education and Experience Bachelor's degree in healthcare management, Biomedical Engineering, or a related technical/scientific field.
• (Advanced degree or MBA preferred). required Minimum 5 years of progressive leadership experience in call center management.
• At least 3-5 years of specific leadership experience within the medical device or healthcare tech industry.

Deep, working knowledge of FDA regulations (21 CFR Part 820), ISO 13485 quality management systems, and medical device complaint handling workflows. Knowledge, Skills and Abilities Strong technical aptitude with the ability to understand complex hardware-software integrated medical systems.

Proficiency with enterprise CRM and call center software (e.g., Salesforce, five9) Outstanding communication skills, stakeholder management, and cross-functional leadership abilities. Proven experience with advanced Excel skills (pivot, charts, formulas, etc.) a must Proven experience with medical devices, technical troubleshooting skills a must Advanced computer skills

• Word, Excel, Outlook, Salesforce a must. Experience with telephone systems and call tracking technology a must. Experience in handheld medical technology preferred. Experience with External/Internal audit procedures. Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure. Strong analytical and reasoning skills. Excellent verbal and written skills. Someone who is a quick learner with the ability to understand a wide range of issues and topics. Able to effectively plan and delegate work. Able to work independently but someone who is excited to be a part of a dynamic team. Flexible to work late hours and weekends if needed. Preferred Languages English
• Advanced Travel Requirements This position includes 5% travel outside of normal office area Physical Demands 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. Standing
• Occasionally Walking
• Occasionally Sitting
• Constantly Talking
• Occasionally Hearing
• Occasionally Repetitive Motions
• Frequently 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. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives. #LI-VB1 The annual salary for this position is: $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. Applications will be accepted on an ongoing basis until this position is filled. 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. 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. ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.