Coordination Prestataires de Services

ZOLL Cardiac Management Solutions; Voisins-le-Bretonneux; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

ZOLL Cardiac Management Solutions is seeking a capable operations leader to manage a regional PSR team, ensuring data integrity in ERP systems and driving performance improvements. You will coordinate recruitment, training, and performance evaluations while aligning resources with growth plans.

Responsibilities include reporting to sales and management teams across EMEA, implementing process improvements, and ensuring compliance with ISO standards and internal procedures.

Qualifications

• English language ability at least B1.
• German language is a plus.
• Familiarity with ERP systems such as MS Dynamics, SAP, Oracle, SAGE or JDE.

Responsabilités

• Lead, coordinate, monitor and develop the team (recruitment, training, annual/semi-annual reviews).
• Adapt resources and service organization to company growth.
• Ensure data consistency in ERP for patient file tracking.
• Measure service performance, analyze gaps, implement action plans and drive operational excellence.
• Train sales force on standard procedures and activity-specific workflows.
• Create reports for sales, management, and EMEA to track activity and performance.
• Provide various reports to sales force and management across EMEA for activity monitoring.
• Set SMART objectives for team members in line with ZOLL France and Europe guidelines.
• Ensure telephony service rate guarantees defined by the subsidiary or EMEA level.
• Oversee administrative and contractual documents of PSR, monitor certification and processes.
• Manage monthly PSR activity according to attribution rules and volume.
• Prioritize and optimize service organization (scheduling, vacations).
• Support change management linked to continuous improvement.
• Ensure adherence to internal rules and processes.
• Participate in cross-functional projects and ISO procedures.

Connaissances

English B1

German

Outils

MS Dynamics

SAP

Oracle

SAGE

JDE

Description du poste

CMS

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 Cardiac Management Solutions Offers a Unique Portfolio Of Novel Technologies Designed To Deliver Better Insights And Better Outcomes. On Any Given Day, Clinicians Utilize These ZOLL Products For Tens Of Thousands Of Cardiac Patients Around The World

• LifeVest, the world's first wearable defibrillator, has been trusted to protect more than 1M patients at risk of sudden cardiac death.
• HFMS (Heart Failure Management system) is a non-invasive, patch-based device that monitors pulmonary fluid levels and has been shown to reduce heart failure readmissions rates by 38 percent.
• TherOx Super Saturated Oxygen (SSO2) Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need.

Essential Functions

• Encadre, coordonne, suit et développe son équipe (recrutement, formation, entretien semestriel et annuel type PDR, évaluation des compétences, point de suivi collaborateur régulier…),
• Adapte les ressources et l’organisation du service selon la croissance de l’entreprise,
• Contrôle la consistance des données dans l’ERP nécessaire à l’organisation au suivi des dossiers patients,
• Mesure, pilote la performance du service, analyse les écarts, construit le plan d’action, suit les contremesures mises en place garantissant notre excellence opérationnelle,
• Formation de la force de vente aux procédures standards et spécifiques de l’activité (format atelier),
• Création de rapports selon les besoins nouveaux à destination de la force de vente ou création de rapports métiers pour la mesure et le pilotage de la performance du service,
• Mise à disposition de différents rapports à la force de vente, management, EMEA pour le pilotage de l’activité et la mesure de la performance globale du service (fréquences définies et sur demande),
• Définition des objectifs SMART des collaborateurs en rapport avec les guidelines ZOLL France et Europe,
• Garanti le taux de service téléphonie définit par la filiale ou au niveau EMEA,
• Garantir gestion des documents administratifs et contractuels des PSR, suivre la certification des PSR,
• Piloter l’activité mensuelle des PSR selon les règles d’attribution, volume de missions,
• Priorise et optimise l’organisation du service (planning, congés…),
• Accompagne la conduite du changement du service liée à l’amélioration continue,
• Garant de l’application des règles et processus internes,
• Participation aux projets transverses,
• ISO – Rédaction et mise à jour des procédures,
• ISO – Application des procédures liées à la norme ISO,
• ISO – Suivi de la démarche qualité dans l’entreprise,
• ISO ‑ Participation à des réunions de travail,
• ISO ‑ Suivi et remontée d’information concernant l’application des procédures-

Required/Preferred Education And Experience

• Anglais intermédiaire B1 minimum
• Allemand un plus
• Connaissances ERP type MS Dynamics de préférence, SAP, Oracle, SAGE, JDE

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.

ZOLL has been Pittsburgh's Manufacturer of the Year, one of Western PA's Healthiest Employers, and even one of Pittsburgh's Coolest Offices. But it's our unique opportunity to impact people's lives that makes ZOLL the ideal place to build your career.