Regional Technical Specialist

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.
- Understanding of laboratory safety protocols and procedures to ensure the health and well-being of patients, staff, and embryos.
- Understanding of reproductive biology, including embryology, gamete handling, and fertilization processes.
- Proficiency in operating and maintaining specialized laboratory equipment used in IVF procedures, such as micromanipulators, incubators, workstations, and cryopreservation systems.
- The ability to comprehend highly technical material, including technical specifications, electrical schematics, and engineering drawings, is crucial for an equipment engineer. These documents provide essential information for understanding equipment design, functionality, and troubleshooting procedures, enabling effective maintenance and optimization of equipment systems.
- Proficient in reading and writing in English.

This role involves conducting thorough technical evaluations, collaborating closely with relevant teams to escalate and resolve issues efficiently, and meticulously validating warranty claims to uphold company standards for the service organization within the Asia Pacific region.

**Job Summary**:
As Regional Technical specialist you will actively participation in meetings, providing updates and insights on technical matters. Additionally be assessing technical issues for DOA (Dead on Arrival) classification, contributing to knowledge articles for streamlined troubleshooting, providing on-site support for NPI (New Product Introduction) products and initial installations across APAC countries.

As a Subject Matter Expert you will be supporting regional escalation remotely or on-site as needed. Furthermore, the position involves conducting assessments of warranty claims for both direct and indirect markets, aiming for equitable and precise resolutions that satisfy all stakeholders involved.

Location: Office based - Singapore
- Attending weekly First Line Support (FLS) meetings to provide updates and insights on technical matters and issues.
- Support remote troubleshooting with other APAC teams, including distributors, via Team communication platform, and offer on-site assistance when necessary to ensure swift issue resolution.
- Assess technical issues and provide recommendations on whether equipment should be designated as Dead on Arrival (DOA) due to technical faults.
- Collaborate in the creation of knowledge articles within the CRM (Customer Relationship Management) system to document solutions and best practices for efficient troubleshooting.
- Participate in initial training sessions on New Product Introduction (NPI) initiatives at the factory and provide on-site support for initial installations in APAC countries.
- Contribute as a member of the global specialist network, offering technical advice and support to counterparts in different regions to ensure consistent service delivery and knowledge sharing across the organization.
- Provide valuable technical and service feedback to Research & Development (R&D (Research & Development)), Quality Assurance (QA), Manufacturing, and Product Management (PM) teams during product development stages to enhance product performance and reliability.
- Take responsibility for managing spare parts inventory recommendation for APAC direct markets by collaborating with the global spare planner based on both global and regional consumption patterns.