Extracts & NEMSIS Support Specialist II

Acute Care Technology

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.

Job Type

Remote

Job Summary

As an Extracts Support Specialist III, you will act as a Subject Matter Expert (SME) within the team, taking ownership of complex and escalated extract cases. You will mentor junior team members, collaborate with cross-functional teams to resolve systemic issues, and contribute to the optimization of extract processes. This role emphasizes analytical thinking, proactive problem-solving, and driving continuous improvement to enhance customer satisfaction and team effectiveness.

Essential Functions

• Take ownership of high-impact escalated extract cases, performing root cause analysis and implementing effective solutions.
• Provide guidance and training to junior team members on extract configurations, best practices, and troubleshooting techniques.
• Partner with engineering, R&D, and product teams to address systemic issues and provide feedback for product improvements.
• Identify inefficiencies in extract workflows and lead initiatives to streamline processes and enhance performance.
• Serve as a knowledge base approver, ensuring the accuracy and quality of articles related to advanced extract topics.
• Analyze customer data to identify trends and recurring issues, proposing proactive solutions to mitigate future problems.
• Actively implement and optimize tools, such as Support Assistant Tools, for data gathering, monitoring, and troubleshooting in hosted environments.

Required/Preferred Education and Experience

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
• 4–6 years in technical or product support roles, including experience resolving complex cases and mentoring others.

Knowledge, Skills and Abilities

• Advanced SQL querying and data validation skills.
• Strong leadership and mentoring abilities.
• Effective collaboration across cross-functional teams.
• Proficiency in process analysis and improvement.
• Subject Matter Expertise: Advanced knowledge of extract systems, including NEMSIS compliance, state reporting standards, and billing requirements.
• Leadership and Mentorship: Strong ability to guide and develop team members, fostering technical growth and knowledge sharing.
• Cross-Functional Influence: Effectively collaborates with internal and external stakeholders to drive improvements in extract workflows and product functionality.
• Process Innovation: Proactively identifies and implements workflow improvements to enhance team performance and customer outcomes.
• Analytical Thinking: Demonstrates strong analytical skills to diagnose and resolve complex extract-related issues efficiently.
• Knowledge Leadership: Ensures the team benefits from accurate, high-quality documentation and knowledge-sharing initiatives.
• Innovation & Creativity: Introduces innovative solutions for improving technical support processes, optimizing tools, and solving recurring technical issues.

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

Salary for this position is $20-$26 / hourly. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location. 

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's 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.