Field Service Engineering

Job Description

CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.

CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com .

Responsibilities

The incumbent will be responsible for providing maintenance service, repair, and installations to CooperSurgical customers in Europe.

The job holder will provide CooperSurgical customers with the most effective support possible, resolving product issues in the customer’s labs/clinics in a timely and efficient manner.

• Main responsibility will be to travel to labs/clinics around Europe (and occasionally in the rest of the world) to service, repair and install mechanical, electronic and/or software related medical devices
• Representative as a face of the company to the customers
• Respond to headquarters in a timely and professional manner during time spent on the road
• Service and test of exhibition equipment during time in the office
• Log all customer communications in the CRM database
• Maintain your tools and spares equipment to be in line with specification
• Assist other Field Service Engineers wherever possible to enable them to carry out their duties when necessary. This will include cross training and shadowing
• Gain customer acceptance signature of all service calls
• Participate in the equipment provision for workshops, conferences, and trade shows (setup and tear down) assuring care and maintenance of equipment and packaging
• Update the Schedulers regularly to keep him/her informed of your progress whilst on the road to enable the department to be as productive and efficient as possible.
• Feedback any information to First Line Support Service Technicians that can improve on product performance, reduction of product issues, field safety and post market surveillance
• Keep own training records up to date, as and when product changes come through and new products are introduced
• Be available to attend training sessions where required to maintain your product knowledge to the highest standard to enable you to provide the best support possible
• Achieve personal objectives set during appraisals
• To do whatever is required to achieve service department objectives to your best endeavours
• Follow systems and procedures outlined by the company and comply with local legislation
• Accurately maintain device history records including but not limited to service and installation documentation
• Assist with telephone technical support as and when required, and gain an understanding of FLS-processes to cover FLS duties when required
• Manage travel arrangements related to fieldwork with a focus on reducing downtime and travel related costs
  
  
  

Qualifications

Extensive travelling of sometimes up to 100% of the month (usually home for the weekends)

Qualifications

• Certificate of Higher Education or Electrical/Mechanical University Degree
• Mechanical and electrical service and trouble shooting
• Electronic test equipment and associated tools
• Valid driving license
  
  
  

Knowledge, Skills and Abilities:

• Good understanding of CRM systems
• Good understanding of RMA processes
• Good interpersonal communication skills i ncluding the ability to professionally and effectively communicate with our customers
• Ability to communicate clearly and professional to peers and management
• Analytical ability to diagnose the repair needs of improperly functioning products
• Capability to handle multiple cases and work orders in a fast-paced environment whilst maintaining calm and organized
• Willingly and able to learn the basics of microscopy and micromanipulation of living cells
• Customer service-oriented mind
• Results and resolution driven with an ability to prioritize
• Analytical ability to diagnose the repair needs of improperly functioning (electrical) products
• Italian native language. Proficient in reading and writing in English.
  
  
  

Work Environment:

• Remote job with at least 70%-time travel.
• Occasionally lift to 35 Kilograms
• Understanding this is not a 9-to-5 job