Technical Product Support Specialist

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: 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.