Technical Product Support Specialist I

Laerdal Medical – Wappingers Falls, NY

Benefits

• Generous PTO & holidays
• Hybrid and 4-day compressed work week (for operations-based roles only)
• Comprehensive medical, dental, and vision coverage
• HSA & FSA account options, with employer HSA contribution
• 401k with employer match & profit sharing
• Tuition reimbursement
• Wellness reimbursement program
• Professional development opportunities
• Pet insurance
• Subsidized cafeteria in NY-based office

About the role

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

• Technical Support & Troubleshooting
  • Provide timely and effective solutions for Laerdal products, including software and hardware troubleshooting
  • Support software upgrades, installations, and Scenario Cloud-related issues
  • Conduct software and hardware testing, including assisting with development and testing of new products
• Customer Service & Case Management
  • Deliver high-quality support across phone, chat, and email channels
  • Create, maintain, and close service tickets in Salesforce for all customer interactions
  • Assist customers with product knowledge, part inquiries, and service needs while upholding Laerdal values
• Documentation & Reporting
  • Log and track all support cases, prioritizing and escalating when necessary
  • Document solutions, develop support content, and maintain knowledge base resources
  • Report customer feedback and identify emerging issues, trends, or repeated problems for further action
• Collaboration & Communication
  • Coordinate solutions internally and cross-functionally to ensure efficient resolution
  • Participate in meetings and provide status updates to management and stakeholders
  • Recommend improvements to products, procedures, training, or documentation based on support trends
• Continuous Improvement & Performance
  • Meet or exceed departmental KPIs and service level goals
  • Support initiatives and projects aimed at enhancing customer support operations
  • Proactively identify and escalate systemic or recurring issues, proposing workarounds or long-term solutions

Requirements

• Must be located in or within a commutable distance to Wappingers Falls, NY
• Must be available to work shifts between 8:00 AM and 8:00 PM (Monday through Friday) and occasional Saturdays from 10:00 AM to 6:00 PM
• Strong communication skills with the ability to clearly articulate technical concepts to a variety of audiences
• Proficient in troubleshooting and diagnosing technical issues using appropriate tools
• Strong analytical and problem-solving skills
• Previous experience in technical support or customer service, ideally in the medical device or healthcare industry
• Basic understanding of networking concepts
• Creative and solutions-oriented thinker, capable of developing effective workarounds to a wide range of technical issues
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment
• Able to communicate effectively across teams regarding product changes, process updates, and documentation, and maintain organized records of these communications
• Customer-focused mindset with a passion for delivering exceptional service
• Knowledge of medical simulation or healthcare education is a plus
• Must be punctual and maintain reliable attendance
• Familiarity with AI tools and technologies to enhance efficiency and support innovative solutions

Pay

$54,000–$56,000, eligible for 7% annual bonus

Schedule

• Shifts between 8:00 AM and 8:00 PM, Monday through Friday
• Occasional Saturdays from 10:00 AM to 6:00 PM