Technical Product Repair 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.

We are searching for a full-time Product Repair Specialist I based in our Wappingers Falls, NY office. Compressed (4 day/35 hour) week may also be considered after fully trained and meeting all expectations.

Position Overview:

The Product Repair Specialist is responsible for the repair, calibration, and maintenance of Medical devices and Medical training equipment, using hand tools, power tools, measuring devices, and knowledge of manufacturers' manuals, troubleshooting techniques, and preventive-maintenance schedules. May be required to perform product repair training or demonstrate repair procedures.

Position Holder is Accountable for:

• Identify trends in the repair calls and develop documentation to address these most-often reported problems and issues.
• Notify management of increasing trends, unusual activity or repeated activity.
• Evaluates returned product to ensure performance and adherence to established specifications.
• Perform preventative and corrective maintenance on company product lines.
• Safety-tests medical equipment for function and performance as defined in product literature.
• Identifies, analyzes, and reports on product failures for manufacturing review.
• Troubleshoot, repair, modify, overhaul or refurbish standard and special purpose equipment and system components.
• Assist with equipment testing and mock repair procedures during product prototype design phases.
• Support all internal and external customers with product knowledge and expertise.
• Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
• Provide quality service to Laerdal's internal and external customers in all assigned tasks, while always upholding Laerdal Values.

Responsibilities:

• Evaluate and repair both hardware and software on state-of-the art medical simulation technology.
• Provide solutions in a timely fashion for issues that may arise with all Laerdal products.
• Strong analytical skills
• Log and track repair calls in the established ERP database, prioritize and escalate jobs as required.
• Assist with the development and testing of newly designed products for operational integrity and function.
• Inventory cycle counts and management.
• Software and Networking troubleshooting, diagnosis, and repair.
• Inform customers via standard procedure of repair/diagnosis and shipping information.
• Create quotes for out of warranty repairs and follow up with customers in a timely manner to manage these repairs.
• Maintain a high standard of quality repairs-ensuring that product leaving the depot will meet customer expectations.
• Effectively communicate ideas, expectations, and goals while working with and through others to achieve desired results.
• Conduct Non-Warranty service and Warranty calls.
• SW and HW testing as required.

Requirements:

• 2-year technology degree and post school experience recommended.
• One year experience in a technical support environment recommended.

Competencies:

• Ability to work through and influence others
• Strong customer service-oriented attitude along with excellent telephone presence
• Strong analytical ability to diagnose issue(s) and provide solution(s).
• Proactive thinker and team player that is interested and willing to take on additional tasks.
• Strong computer literacy skills (Microsoft platform) with an emphasis on software knowledge, installations and use.
• Must be able to work with minimal supervision.
• Ability to multitask - Sense of urgency; maintain a positive attitude
• Ability to be proactive and able to take direction and establish ownership of projects.
• Demonstrated networking skills, able to foster strong relationships internally and externally.
• Excellent verbal and written communication skills
• Use multiple problem-solving techniques such as root-cause analysis, brainstorming and prioritization
• Selects the best course of action based on analyzing all alternatives and implements solution informing all parties involved

Salary: $45,000-$47,000