Technical Product Support Specialist I - Wappingers Falls, NY

The Company
Laerdal Medical is an international market leader in training and therapy products for emergency medicine and critical care. Our products and services are used by hospitals, ambulance services, first aid organizations, educational institutions and others around the world. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds. By 2030, we have a goal of helping save 1.000.000 more lives. Every year.

May be eligible for hybrid work arrangement and 4 day compressed workweek upon fully onboarded and meeting all expectations

Position Overview:

As a Technical Product Support Specialist at Laerdal Medical, you will be an essential part of our commitment to providing exceptional customer support for our state of the art medical simulation products. You will serve as the main point of contact for customers, ensuring they receive timely and effective technical assistance. This role requires a blend of technical expertise, strong interpersonal skills, and a dedication to delivering outstanding service to our customers in the medical industry.

Responsibilities:

• Provide quality service to Laerdal's customers in all assigned tasks, while upholding Laerdal values at all times
• Support all internal and external customers with product knowledge and expertise.
• Provide solutions in a timely fashion for issues that may arise with all Laerdal products.
• Log and track support calls in Salesforce, prioritize and escalate jobs as required.
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly and or monthly meetings.
• Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
• Access software updates, drivers, knowledge base, and FAQ's resources on the Intranet to assist with end users' issues.
• Assist other teams to initiate, design and manage effective support solutions as directed by our business needs.
• Assist with the development and testing of newly designed products for operational integrity and function
• Meet and Exceed departmental and company KPI's as set forth by leadership
• Support Chat/Phones/Emails
• Document case
• Software upgrades/installs - Scenario Cloud support
• Part inquiry

• Create and Maintain service tickets for all customer interactions, through to closure
• Collaborate and discuss solutions internally and outside the department to coordinate
  most effective solution.
• SW and HW testing as required
• Customer Feedback reporting and escalation
• Providing quality customer service to all
• Identify emerging technical issues; collect information, test and confirm, escalate as
  needed, provide team(s) work around or solution

Requirements:

• Candidate must be located in Wappingers Falls, NY (or commutable distance to the NY office)
• MUST be able to work shifts that may range from 8-4, 9-5, 10am-6pm, 11am-7pm, or 12pm-8pm Monday through Friday and occasional Saturdays form 10am-6pm
• Previous experience in technical support or customer service, preferably in the medical device or healthcare industry.
• Strong communication skills with the ability to articulate technical concepts clearly and effectively to diverse audiences.
• Proficiency in troubleshooting technical issues and using diagnostic tools to identify problems.
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a passion for delivering exceptional service and support.
• Knowledge of medical simulation or healthcare education is a plus.
• Basic Understanding of Networking
• Strong Analytical skills As a "communicator" to all CC teams related to new PIB's, product changes, updates to processes etc, storing these communications in a central area
• Innovative thinker, to provide work around solutions to vast array of issues
• Must be punctual and able to maintain good attendance

Salary Range: $47,000