Director of Customer Support (Medical Devices)

Location: Hybrid in Atlanta, Georgia, United States; includes 5% travel outside the normal office area.

Annual salary: $105,000–$120,000.

Company

ZOLL Itamar develops and manufactures home sleep apnea testing technology, including the FDA-cleared WatchPAT product family, as part of hirify.global.

What you will do

• Lead 24/7 call center operations, technical support agents, and remote troubleshooting teams.
• Establish and monitor KPIs including first response time, average handling time, customer satisfaction, abandoned calls, and service levels.
• Manage workforce capacity planning, shift scheduling, staffing, and budgeting for peak volumes and emergency healthcare demands.
• Oversee documentation and regulatory processing of customer inquiries, technical issues, complaints, and product feedback.
• Act as the escalation point for high-priority clinical and technical failures involving diagnostic medical equipment.
• Build and develop support managers, technical leads, and customer service representatives while collaborating with Field Service Engineering and R&D.

Requirements

• Bachelor’s degree in healthcare management, biomedical engineering, or a related technical or scientific field.
• At least 5 years of progressive leadership experience in call center management and 3–5 years of leadership experience in medical devices or healthcare technology.
• Working knowledge of FDA regulations, including 21 CFR Part 820, ISO 13485, and medical device complaint handling workflows.
• Experience with medical devices, technical troubleshooting, enterprise CRM and call center software, telephone systems, and call tracking technology.
• Advanced Excel skills and proficiency with Word, Excel, Outlook, and Salesforce.
• Advanced English required; flexibility to work late hours and weekends may be needed.

Nice to have

• Advanced degree or MBA.
• Experience with handheld medical technology and external or internal audit procedures.

Culture & Benefits

• Work in a fast-growing medical technology company operating in more than 140 countries.
• Culture focused on innovation, self-motivation, entrepreneurship, and improving patient outcomes.
• Comprehensive employee benefits are available.
• Applications are accepted on an ongoing basis until the position is filled.