4 Manager, Technical Support Jobs in Livingston, NJ
Coopersurgical is Hiring a Manager, Technical Support Near Livingston, NJ
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 .
ResponsibilitiesThe 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.
- 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.
- 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.
- 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.
- 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.
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
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.
Job Summary
Full Time
Durable Manufacturing
$164k-199k (estimate)
06/09/2024
07/13/2024
coopersurgical.com
TRUMBULL, CT
1,000 - 3,000
1990
Private
PAUL RENNELL
<$5M
Durable Manufacturing
Related Companies
About Coopersurgical
CooperSurgical is a medical device company that develops and manufactures laparoscopic instruments, biopsy punches, pessaries and cervical samplers.
The job skills required for Manager, Technical Support include Technical Services, Leadership, Technical Support, Repairing, Customer Service, Verbal Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Manager, Technical Support. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Manager, Technical Support. Select any job title you are interested in and start to search job requirements.
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