Field Service Engineer - UK

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

In the role as Field Service Engineer (FSE) you will be responsible for repairing, servicing, and installing products in the CooperSurgical portfolio. We expect you to provide optimal service for our clients.

You are motivated by helping the customers use the products correctly, and enjoy meeting different clients with various challenges, - whether it is related to CooperSurgical’s products, usage and/or other complex issues.

You will enter an intense training period in the beginning to ensure the proper skills and technical understanding of our products. This training includes a period of “shadowing” with peers in EMEA, hence one most be able to travel. In CooperSurgical you will always have colleagues close by (via the Phone) ready to help.

The role as FSE is vital for our customers and the continued success of CooperSurgical.

Your Key Responsibilities

• Ensure timely and effective service, repair and installation of products
• Support teammates and customers both in France and other EMEA countries
• Optimize customer experience
• Advice and guide customers to better usage of and experience with our products
• 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
• 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
• Participate in the equipment provision for workshops, conferences, and trade shows (setup and tear down) assuring care and maintenance of equipment and packaging
• Follow systems and procedures outlined by the company and comply with local legislation
• 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

• Diploma in technical or medico-technician
• + 5 years of experience from a similar role – preferable IVD or Lab tech.
• Solution oriented with business understanding
• Structured and systematic approach
• Good diplomatic communication and collaboration skills
• Be able to navigate in a diverse landscape of clients
• Good interpersonal communication skills when relating with customers, peers, and management.
• Customer service-oriented mind
• Good understanding of CRM systems
• Good understanding of RMA processes
• Good interpersonal communication skills
• Including 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.