Technical Product Support Specialist
Company: Laerdal Medical
Location: New York
Posted on: May 2, 2024
Job Description:
Technical Product Support Specialist I - Wappingers Falls, NYThe
CompanyLaerdal 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 solutionRequirements:
- 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 attendanceSalary Range:
$47,000 Apply NowShare Save Job
Keywords: Laerdal Medical, Scranton , Technical Product Support Specialist, IT / Software / Systems , New York, Pennsylvania
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