Technical Support Engineer I

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 Answer all customers’ technical questions on CSI's capital products as they are received. · Supply spare part numbers to customers with pricing. · Provide product services information with an appropriate delivery date, based on service repair turnaround time estimates. · Address all customer service and sales rep inquiries regarding operation of capital equipment. · Support sales representatives and customers through in-service difficulties over the phone. · Troubleshoot and service full line of capital equipment provided by CSI. · Work with departmental teams to solve customer problems. · Input all service requests into CRM/D365 as needed for customer communications and returns. · Ensure all CRM cases and workorders are assigned and being handled correctly. · Follow through with complaint reporting from customers. · Perform service training of fellow technicians, external & internal stakeholders · Support International service teams with product support. · Perform other tasks or assignments as needed by management. · Collaborate with team members to ensure optimal resolution of complex technical issues. · Focus on delivering excellent customer service to end-users. · Communicate effectively with non-technical users to understand and address their needs. · Gather feedback and continuously improve support processes. · Assist with Improving department procedures and processes. #LI-DD1 Qualifications Bachelor's engineering degree (preferred); high school diploma required or equivalent work experience in med device 0-2 years’ work experience preferred repairing or working with medical device equipment. Medical repair experience in the medical device industry, through in-house repair, or field service repair functions. Experience working with customers, peers, and management Must be able to use Test equipment, scopes, meters etc. Business system experience for controlling customer workflow process. Experience with CRM, ERP preferred 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.