Associate Service Consultant (Bartlett, TN)

Req ID: 9715

Working Location: TENNESSEE, BARTLETT

Workplace Flexibility: Hybrid

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. 

Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

Our five Core Values empower us to achieve Our Purpose:

Patient Focus, Integrity, Innovation, Impact and Empathy.

Learn more about Life at Olympus.

Job Description

The Associate Service Consultant supports the customer contact functions for the initiation of the repair event, including service order creation, repair approval, data entry, report generation, processing of advance replacement requests, and customer outreach for information relating to complaint handling and reprocessing validation. The Associate Service Consultant works with a high level of customer focus and interaction and requires that all responsibilities be completed with a necessary sense of urgency to meet our quality, cost, and delivery goals. The Associate Service Consultant works proactively with internal and external customers to maximize the customers investment in Olympus equipment. Following the successful completion of technical, product and process training the Associate Service Consultant will serve as a liaison between Olympus and our customers for repairs performed at Olympus Service Centers. To ensure the highest quality of customer service, the Associate Service Consultant requires a high level of interaction with customers as well as with employees of OSTA and LAD entities.

Job Duties

Prioritize and manage work to consistently meet/exceed production and customer satisfaction metrics. Manage the daily Work-in Progress (WIP) for orders in CDS (clean, disinfect, sterilize) and Biohazard states using Datasweep and PowerBI reports to ensure timely resolution of service orders delayed in the Incoming operation.
Obtain and process approvals for advance replacements. Provide repair costs in the event of a billable service event. Clearly and succinctly describe the repair recommendations and options. Provide detailed notes to include all conversations and actions taken with customers.
Notify the appropriate personnel to launch the repair after receiving approval. Act in accordance with the customer’s request, including the return of an instrument that is not repaired, if necessary.
Ensure customer provides the required documentation and agrees to the required loaner access fees prior to processing requests for loaner shipments. Processes loaner requests as requested. Ensures the completed documentation is saved for future reference. Responds to inquiries surrounding the shipment of loaner assets.
Initiate service RMA upon customer request. Provide customer with the necessary documentation to facilitate the return of the device in need of repair.
Support required processes for the Discrepant Materials Notices (DMNs) and Quality System. Communicate with Olympus service personnel in a thorough and professional manner to complete investigation and resolution.
Provide backup to other Olympus facilities as part of Disaster Recovery.
Escalate customer service issues to department leads and/or management.
Perform other duties as assigned by the department lead and/or management.

Job Qualifications

Required:

Associate Degree or equivalent knowledge in technical/electronic field is preferred
Minimum of two years’ experience in customer/technical service, or related field

Why join Olympus?

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

Equitable Offerings you can count on:

Competitive salaries, annual bonus and 401(k)* with company match
Comprehensive medical, dental, vision coverage effective on start date
24/7 Employee Assistance Program
Free live and on-demand Wellbeing Programs
Generous Paid Vacation and Sick Time
Paid Parental Leave and Adoption Assistance*
12 Paid Holidays
On-Site Child Daycare, Café, Fitness Center**

Connected Culture you can embrace:

Work-life integrated culture that supports an employee centric mindset
Offers onsite, hybrid and field work environments
Paid volunteering and charitable donation/match programs
Employee Resource Groups
Dedicated Training Resources and Learning & Development Programs
Paid Educational Assistance

*US Only

**Center Valley, PA and Westborough, MA

Are you ready to be a part of our team?

Learn more about our benefit and incentives.

At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.

For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

You Belong at Olympus

We value a workforce that reflects a wide range of perspectives, backgrounds, and experiences. We foster an environment where all employees feel valued, respected, and supported. And we provide employees with equal access to opportunities for growth and development.

Applicants Requesting Accommodations: Olympus is committed to the full inclusion of all qualified individuals. As part of this commitment, Olympus will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

Let’s realize your potential, together.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Tennessee (US-TN) || Bartlett || Commercial Operations

Job Segment: Data Entry, Administrative

Apply now »