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. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values – dedicated, innovative, friendly, partners, and do the right thing – our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women’s and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.
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At CooperSurgical we are currently looking to recruit a Field Service Engineer – Italy. You will be part of a team of Field Service Engineers in EMEA and will assist our EMEA customers when needed. As Field Service Engineer you will report to our Field Service Supervisor, Southern Europe. The job is field based with expected weekly travel.
Preferred Location: Italy
Position
In the role of 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, but at CooperSurgical you will always have colleagues close by (via the Phone) ready to help.
The role of 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 in Italy
- Optimize customer experience
- Advice and guide customers to better use 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
- Diploma in engineering, technical or Certificate of Higher Education
- + 5 years of experience from a similar role. Medical or IVF is a plus.
- Experience from an international set-up
- Customer service mindset
- 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
- Fluent Italian and strong English skills. Another language is a plus.
- Good interpersonal communication skills when relating to customers, peers, and management.
- Customer service-oriented mind ·
- Understanding this is not a 9-to-5 job
- 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.
