Director of Customer Support (Medical Devices)

Location: Hybrid role based 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 WatchPAT home sleep apnea testing devices and related medical technology for diagnosing respiratory sleep disorders.

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.
• Plan staffing, shifts, capacity, and budgets to support peak volumes and emergency healthcare demands.
• Manage complaint documentation and processing in compliance with FDA and other medical regulations.
• Own complex clinical and technical escalations involving diagnostic medical equipment.
• Build and develop support teams, oversee product training, and collaborate with Field Service Engineering and R&D on recurring issues and software bugs.

Requirements

• Bachelor’s degree in healthcare management, biomedical engineering, or a related technical or scientific field.
• At least 5 years of progressive call center leadership experience and 3–5 years of leadership experience in medical devices or healthcare technology.
• Strong knowledge of FDA regulations, including 21 CFR Part 820, ISO 13485, and medical device complaint handling.
• Experience with integrated medical hardware and software systems, technical troubleshooting, telephone systems, and call tracking technology.
• Advanced Excel skills and experience with CRM and call center platforms such as Salesforce and Five9.
• Advanced English proficiency required; flexibility to work late hours and weekends when needed.

Nice to have

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

Culture & Benefits

• Hybrid work environment with a fast-growing medical technology company operating in more than 140 countries.
• Work focused on improving outcomes for underserved patients with cardiopulmonary and respiratory conditions.
• Culture values innovation, self-motivation, and an entrepreneurial spirit.
• Comprehensive employee benefits are available.