JOB DESCRIPTION
Position Title: Technical Help Department & Business Services
Desk Manager Cost Center:
FLSA Status: Non-Exempt OR Exempt Supervisor: Director of Business
(Circle One) Services
Grade Level: Date Approved
(HR Use Only) by HR:
Position Overview:
This position will manage the staff of Help Desk technicians who make the diagnosis, support and
provide quality assurance of Laerdal product lines. This position will also serve as the primary
contact for all internal and external issues with regards to escalated technical support requirements
related to product functionality and customer satisfaction. This position will also be accountable for
team metrics, workflow management and exceptional turnaround times for services rendered. The
manager will oversee all work within the department, will be responsible for all cross-functional
training and activities and provide leadership on a daily basis.
An additional area of focus will be in the support and introduction of new products requiring Service
and/or Support from any Technical Service and Field Service or Deport Support operations. This
may include working with R&D or other teams to provide input on new or re-designed products from
prototype to finished Product, acquiring all products, documentation, systems, software or training
support. In addition, this position will act in a training capacity for the Help Desk and Repair teams
as well as assisting in the creation of any required documentation for either team.
Essential Duties and Responsibilities:
Provide quality service to Laerdal's customers in all assigned tasks, while upholding Laerdal
values at all times
Serves as a point of escalation and decision making for customers, Help Desk technicians,
and other employees.
Analyzes and provides reports on support activity levels and performance. Manages and
reports on monthly compliance to turnaround obligations, compliance to established
procedures and Metrics.
Implements and maintains a Help Desk process that complies with established internal
documentation standards.
Coordinates support activities to insure quantity and quality of support meets established
specifications.
Ensures support employees have been trained on and understand each Work Instructions for
assigned function(s).
Directs the workflow in the Help Desk department and schedules work hours and after hours
support as assigned to employees.
Coordinate all efforts to introduce new products into the Business Services portfolio.
Work with and in support of the Customer Service tier 1 Help Desk.
Provide Local Repair/Support staff training and back-up expertise.
Support management with input to any extended product offering such as extended
warranties, customer training programs or service campaigns.
NOTE: This document is an outline of the primary tasks assigned and may be changed at the discretion of management,
formally or informally, either verbally or in writing. All team members are expected to assist Laerdal in achieving its goals
even if such tasks are beyond the scope of this outline. The job description does not constitute an employment contract,
implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the
employer and requirements of the job change. Page 1 of 3
JOB DESCRIPTION
Responsibility and Decision Making Authority:
Creates and implements procedures to increase customer satisfaction, cost reductions or time
savings.
Responsible for the resolution of most customer concerns regarding product support issues.
Maintains the ability to identify and suggest corrective actions for other deficiencies within the
Service organization
Maintains other/similar decision making responsibilities
Maintains and ensures compliance with Laerdal corporate values and policies
Management/Supervisory Responsibilities:
Provides daily leadership and guidance to Help Desk team
Responsible to establish and achieve budget and revenue objectives.
Performs staff evaluations, end of year reviews and recommends positive or negative actions
Responsible for meeting metrics set forth by the Business Services Leadership in both local
and global company policies
Monitors customer satisfaction and is responsible for providing input for continuous
improvement.
Qualifications/Competencies/Position Requirements:
Knowledge, Skills, and Abilities:
Provide quality service to Laerdal’s internal and external customers in all assigned tasks,
while upholding Laerdal Values at all times.
Diagnostic, analytical and Electro-Mechanical skills.
Uses a full range of engineering tools and tests to assess and solve Technical, Software,
Hardware and Engineering challenges.
Understanding of FDA, QSR, ISO Standards or other product and Quality related systems
Strong attention to detail.
Strong customer service oriented attitude.
Build and understand requirements of project plans and focuses on meeting objectives and
deadlines.
Communicate effectively in a multi-site and cultured environment.
Proactively anticipates opportunities, problems and address them with management.
Strong computer literacy skills with an emphasis on software knowledge, installations and use
of Micro Soft applications as well as MFG Pro, and Siebel are a plus.
Education and Experience:
BS or equivalent in an electrical or mechanical engineering discipline
Five or more years of Technical Support or Engineering experience.
Licensing and Certification:
Working Hours:
Normal hours of work will be between 8:00 AM to 6:00 PM
Hours may vary and will require evening and weekend work as directed by the company
needs.
NOTE: This document is an outline of the primary tasks assigned and may be changed at the discretion of management,
formally or informally, either verbally or in writing. All team members are expected to assist Laerdal in achieving its goals
even if such tasks are beyond the scope of this outline. The job description does not constitute an employment contract,
implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the
employer and requirements of the job change. Page 2 of 3
JOB DESCRIPTION
Working Environment:
Work is usually performed in an office setting, or customer site.
Occasional work may be performed in an manufacturing or R&D facility
Tools and Equipment Used:
Typical office equipment
Diagnostic and test equipment
Manual and electric hand tools
Laerdal product specific test equipment
Shipping and packing receiving equipment
Other misc. warehouse equipment
Travel:
When required, determined by customer or project needs.
Physical Demands:
Digital dexterity and hand/eye coordination in operation of office equipment
Lifting and carrying of supplies, files and product (up to 125 lbs.) etc.
Ability to speak to and hear customers and/or other employees via phone or in person
Body motor skills sufficient to enable incumbent to move from one office location to another
NOTE: This document is an outline of the primary tasks assigned and may be changed at the discretion of management,
formally or informally, either verbally or in writing. All team members are expected to assist Laerdal in achieving its goals
even if such tasks are beyond the scope of this outline. The job description does not constitute an employment contract,
implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the
employer and requirements of the job change. Page 3 of 3