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Manager, Technical Support

4 months ago

Livingston, United States The Ladders Full time
Job Description

About CooperSurgical

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 Technical Support Manager is responsible for overseeing the Service Support operations for our North American service headquarters. This role will lead the efforts of the IVF technical service team to provide technical guidance, and ensuring our clients receive exceptional service and solutions. This role will analyze operational processes, review documentation including customer feedback to develop effective strategies to increase the efficiency of our service processes. In addition, this position will provide leadership and will help develop and coordinate technical training plans for the NA service team for the NA service team.

Team Management:
  • lead and manage a team of technical support technicians.
  • Provide guidance, training plans, and mentorship to team members.
  • Foster a collaborative and productive work environment.
Desktop Support Operations:
  • Oversee day-to-day technical support operations.
  • Ensure timely resolution of end-user issues and requests.
  • Continually optimize standard operating procedures for the technical support team.
Technical Support:
  • Act as an escalation point for high priority technical issues relating to field service, repair, or capital equipment installations.
  • Collaborate with team members to ensure optimal resolution of complex technical issues.
  • Ensure all CRM cases and workorders are assigned and being handled correctly.
Customer Service:
  • Focus on delivering excellent customer service to end-users.
  • Gather feedback and continuously improve support processes.
  • Communicate effectively with non-technical users to understand and address their needs.
Service Team Operations Management:
  • Manage and track tool program ensuring all Field technician tool kits are operational and routinely calibrated.
  • Assist with the coordination of technical training and manage technicians training records.
  • Optimize resource allocation to meet operational needs cost-effectively.
#LL-D1

Qualifications
  • 5 years+ of experience in Technical Service/ Technical Support/ Technical Leadership
  • Proven Electronic/mechanical engineering experience, or relevant IVF product experience preferred.
  • Proven communications skill and ability to communicate across all levels of the business.
  • Technical qualifications or proven experience in Electronics or Mechanical Engineering
  • Understanding of end-to-end planning and supply chain management
  • Experience in using and improving ERP/ CRM systems.
  • Proven ability to manage multiple projects at once.
  • Demonstrated ability to achieve KPIs like plan accuracy improvement, process adherence.
  • Strong written and verbal communication skills
  • Hands-on experience from handling, repairing, and implementing technical, medical/IVF equipment or experience of installing, servicing and repair of mechanical and electrical equipment is desirable, but not essential.
  • An ability to work alone and unsupervised, whilst delivering strong results, as well as also being able to function strongly as a team player are essential.
  • Strong communication skills, both verbal and written (English is essential, additional languages maybe of benefit).
  • Resourcefulness - an ability to be a creative problem solver.
  • Data Driven
  • Office based.
  • Up to 20% travel may be required

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.