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Associate Service Consultant

Req ID:  744

Working Location: Tennessee, Memphis 

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
 
Let’s inspire healthier lives, together.

Job Description

The Associate Service Consultant supports the majority of customer contact functions for the repair process, including repair approval, data entry, report generation, trade in opportunities, and telephone support. 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 in order to meet our Quality, Cost and Delivery goals. The Associate Service Consultant works proactively with internal and external customers to maximize the customer s investment in Olympus equipment. Following the successful completion of technical, product and process training, and under the guidance of a seasoned Senior Service Consultant, the Associate Service Consultant will serve as the 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 OMES, OAI, and OSIA.

Job Duties

In a typical day, you will:

* Prioritize and manage work to consistently meet exceed production and customer satisfaction metrics. 

* Meet turnaround time for Service Agreement scopes.

* Manage the daily Work in Progress (WIP) using Datasweep and Business Objects reports to ensure the timely delivery of repaired endoscopes electronic units; and identify and resolve service orders that are delayed in process. 

* Ensure that the User Request for each service order is addressed. 

* Review all supporting documents that accompany each scope electronic unit during the repair process. 

* Make outbound calls to the customer if more information about their request is required.
 
* Review the Service Order and consult with other Service Consultants, Lead or Senior Technicians, Supervisor, or Regional Service Manager to ensure accurate communications and repair options are conveyed to the customer. 

* Monitor Waiting Approval service orders on a daily basis work with customers to obtain and process repair approvals. 

* Provide repair costs fax Quality Inspection Results if required and other technical information to support the approval process. 

* Clearly and succinctly describe the repair recommendations and options.
 
* Provide detailed notes to include all conversations and actions taken with customers and or Service Centers.
 
* Update the service order and, 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. 

* NSC only Process loaners, ARPs and RMAs for Olympus surgical customers. 

* For Electronics, obtain RMA, if applicable, consistently follow up on the status to obtain the repair estimate cost; and obtain purchase order 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. 

* Investigate and resolve invalids scopes with instrument histories that have incorrect model serial numbers and instrument
ownership. Investigate and resolve service contract issues. 

* Communicate with appropriate Olympus personnel and customers to verify system is updated with correct information. Investigate
and process approved credits and rebills. 

* Identify appropriate trade in opportunities and communicate with the Sales Rep according to policy. 

* Provide backup to other Olympus facilities as part of Disaster Recovery. 

* Escalate customer service issues to Supervisor, Regional Service Manager, and appropriate Sales Rep.
 
* Make appropriate judgment with regard to service courtesy discounts (100 maximum).

*  Minimize discounting by providing excellent customer communications and service.

* Support Service Marketing with regard to the Quality campaign, service contract sales, and other efforts to return customers to Olympus.
 
* Perform other duties as assigned by the Supervisor or Manager (including, in Field Service Centers, shipping and receiving tasks).

Job Requirements

REQUIRED QUALIFICATIONS:


* Minimum of two years experience in customer technical service, or related field.


* Minimum two year degree or equivalent knowledge in technical electronic field is preferred.


* Desire to learn and ability to understand complex medical device products. 


* Ability to use computers and corporate business software. 


* Ability to learn additional applications as required to support the business. 


* Strong organization, prioritization, and investigation skills. 


* Ability to multi task in a challenging environment. 


* Ability to exercise proper judgment; work in a positive, professional, and cooperative manner. 


* Minimum two year degree or equivalent knowledge in technical electronic field is preferred.

 
* Must be self-motivated and committed to providing excellent customer service, both as part of a team and individually. 


* Must demonstrate excellent written and verbal communication skills for listening, understanding, problem solving and taking appropriate action.

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

Olympus’ Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce overall costs, and enhance the quality of life for patients. Olympus’ Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.

Olympus…True To You. True To Society. True To LIFE.

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 || 


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