Service Coordination Lead — Process Excellence

ZOLL Cardiac Management Solutions; Voisins-le-Bretonneux; On-site; EUR 70,000 - 100,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

English B1

German

Tools

MS Dynamics

SAP

Oracle

SAGE

JDE

Job description

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.