AED Connectivity Specialist

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. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won't just have a job. You'll have a career-and a purpose.

Join our team. It's a great time to be a part of ZOLL!

Job Summary:

ZOLL Medical Corporation company created a unique and comprehensive approach to the design, implementation, and ongoing maintenance of AED (Automated External Defibrillator) Programs that is proven worldwide. ZOLL is an industry expert in understanding and simplifying the complexities of implementing AED Programs. Through superior support and the most robust interactive AED Program Management application available today, ZOLL provides its clients with total AED Program success. Our clients range from governmental agencies and Fortune 500 companies to small businesses.

The AED Connectivity Deployment Specialist serves as the primary point of contact for the deployment, onboarding, and ongoing support of ZOLL's AED cellular connectivity solution. This role partners closely with Sales, distributors, Service Agents, and end customers to ensure successful connectivity implementation, device connectivity, and data visibility within the PlusTrac platform.

In addition to AED deployment ownership, this position maintains core Client Services responsibilities, supporting Rescue Ready Services and PlusCare programs by assisting customers, distributors, and Service Agents with AED program setup, compliance, and ongoing operational support. The role requires extensive customer interaction, cross-functional coordination, and the ability to manage multiple priorities while delivering high-quality customer experience.

Essential Functions:

• Serve as the primary point of contact for AED connectivity deployment, onboarding, and post-deployment support
• Coordinate AED connectivity implementations with internal Sales teams, distributors, Service Agents, and end customers
• Guide customers and partners through AED connectivity setup, activation, data visibility, and troubleshooting within PlusTrac
• Support cellular connectivity features including device readiness monitoring, environmental storage conditions, deployment notifications, and GPS-based tracking (when enabled)
• Act as a subject matter resource for AED connectivity-related inquiries, issues, and escalations
• Maintain oversight of assigned accounts, including AED connectivity-enabled customers, PlusCare-supported programs, and distributor-managed accounts
• Provide extensive phone, email, and chat support to end users, distributors, and service agents
• Support authorized Service Agents utilizing PlusTrac
• Support internal and field Sales Representatives with order execution, customer inquiries, and program support
• Implement and process new orders to ensure AED and program registration is complete and accurate
• Support PlusCare customers by coordinating service activities, documentation, and compliance tracking
• Assist with AED Trax deployment, onboarding, troubleshooting, and ongoing customer support
• Conduct governmental notifications for clients who have implemented AED programs, as required by local, state, or federal regulations
• Review and understand federal and statutory law as it pertains to AED programs
• Resolve outstanding service issues such as bounced emails, failed maintenance checks, out of compliance sites & AEDs, sites with no registered responders, and/or duplicate registered serial numbers
• Create and modify documents using Microsoft Office and Excel
• Create and maintain compliance documentation
• Support department staff with assigned project-based work, including process improvements and system update
• May assist in scheduling training classes and obtaining rosters from training classes, print and ship certification cards in a timely manner
• Other duties as assigned

Skills Requirements:

• Proficient in Microsoft Word, Excel & Outlook
• Ability to perform internet-based research and navigate multiple web-based systems
• Perform general clerical duties to include, but not limited to photocopying, faxing, mailing and filing
• Possess excellent communication skills, both written and oral
• Ability to work well under pressure in a customer-facing environment
• Strong multitasking and prioritization skills
• Possess experience in customer service
• Perform cohesively as a team member
• Possess the ability to apply effective listening skills
• Be dependable, honest and ethical
• Creates a culture of mutual respect and a value for effective communication skills and strategies
• Ability to maintain own workflow and meet deadlines
• Ability to respond to frequent demands of multiple customers (internal and external)
• Heightened sense of personal responsibility. Punctuality, attendance & commitment
• Improves results by generating, encouraging and supporting new ideas

Required/Preferred Education and Experience:

• Associate's degree, or equivalent work experience

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

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.

The hourly pay rate for this position is:

Factors which may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate. Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

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.