Managed Services Operations Lead

Managed Services Operations Lead

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• 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

Position Overview:

The Managed Services Operations Lead (MSOL) plays a critical
leadership role in driving operational excellence and fostering an environment
that enables scalable and sustainable business growth and delivers. This
position is responsible for helping align operations with strategic growth
objectives and delivery of services. This position will work in close
collaboration with cross-functional teams and stakeholders to support the
sustained success and evolving needs of Managed Services Operations. As an
Operator this position will also deliver sold solutions in alignment with
expectations of Managed Service Operators (MSO).

Responsibilities:

Lead Duties

Training
& Onboarding

• Lead the remote and in-person onboarding and training of all new Field MSO (Managed Services Organization) staff, including sessions at the Laerdal New York (LNY) location and customer sites.
• Develop and maintain digital training materials for new hires as part of the MyPath training curriculum.
• Competency Training and Assessment of Managed Service team
• Provide on-site support for new hire shadowing and quarterly auditing of field staff to ensure consistency and quality in service delivery.
• Travel as necessary for training, scenario testing, Laerdal-hosted events, and to support Full-Time Equivalent (FTE) MSOs.

Support and Troubleshooting

• Serve as the primary point of contact for weekday and weekend technical support for Field MSOs.
• Ensure ongoing support for field staff and seamless functioning of the Managed Services program through proactive management and communication.
• Coach & Mentor Managed Service Operators as needed.
• Collaborate with Managed Service Operators & Scheduling Team in filling urgent staffing needs.

Scenario Development & Testing

• Lead the end-to-end programming and testing of Managed Services scenarios in collaboration with scenario writers.
• Update scenarios as needed and ensure proper version control and timely updates in line with program developments.
• Conduct live testing of scenarios in the field or controlled environments such as LNY within the required timeline.

Document & Knowledge Management

• Salesforce super user for MSO team; with deep understanding of the process and knowledge for Managed Services, who assist with testing any new features in Salesforce, document process and provide support for end users within MSO.
• Document new MS programs with work instructions for MSO team.
• Evolve existing MS programs to standardize, streamline, operationalize workflow and instructions for MSO team.

OPERATOR DUTIES

Customer
Engagement & Communication

• Participate in weekly team calls and customer calls as needed.
• Observing, maintaining, and promoting Laerdal Values in every action you take on behalf of the company, especially when in a customer facing position.

Technical Support & Troubleshooting

• Collaborate with Development and internal Laerdal teams to identify and implement improved technical solutions.
• Report complaints /RMA/Out of Box Failures in a timely manner following correct processes.

Document & Knowledge Management

• Daily utilization of company systems such but not limited to as Outlook, Teams, Share Point, Salesforce & Concur.
• Knowledge transfer with documentation to MSO team and Depo team for their respective ownership.
• Completing all required paperwork and close WO / WOLIs / SA(s) within 24 hours of delivery.

Delivery

• Installing, operating, maintaining, troubleshooting, repairing, upgrading, setting up and breaking down Laerdal equipment and supplies for Managed Services engagements.
• Ensure timely travel arrangements are made & Expense Report Management per policy.
• Filling responsibilities of a Managed Services Operator, when needed.
• Delivering Operator as a Service, Scenarios as a Service, Combo Services and Accelerate [Min of 2 Weeks in field per Month].
• Identify, Collaborate and work cross-departmentally with all key stakeholders to ensure project completion and success.
• Ability to prioritize and manage work to critical project timelines in a fast-paced environment.
• Working with the Business Development, Sales & Scheduling teams to identify Managed Services Solutions opportunities and efficiencies for new and existing end customers.
• Ensuring
  high degree of Customer Satisfaction is met.

Requirements:

• Ideal candidate must be located on the East Coast. Regular travel to the Wappingers Falls, NY office is required.
• Bachelor's degree (BS or BA) preferred.
• Minimum 5 years of experience in a technology-driven or simulation-based role required.
• Prior experience with medical simulation strongly preferred.
• Proven ability to lead teams or projects, with a focus on guiding, motivating, and supporting others.
• Skilled in conflict resolution and stakeholder management; accountable for team performance and outcomes.
• Advanced proficiency in computer and software troubleshooting.
• Strong attention to detail, with a customer-first mindset.
• Excellent verbal and written communication skills across internal and external audiences.
• Data analysis and visualization skills (experience with relevant tools a plus).
• Self-starter with the ability to work in a dynamic, fast-paced environment.
• Capable of working independently and collaboratively in a team environment.
• Flexible, adaptable, and comfortable with change and ambiguity.
• Broad knowledge of the healthcare industry, with an understanding of simulation and educational methodologies.
• Strong analytical and critical thinking abilities.
• Ability to lift and transport equipment up to 150 lbs.
• Reliable transportation, valid driver's license, and access to a mobile phone.
• Willingness to travel up to 50% of the time, including potential weekends and holidays (minimum two weeks per month).

Salary Range: $70,000 - $75,000, 9% bonus

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.