Service Consultant

Req ID: 10727

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: https://www.olympusamerica.com/careers.

Job Description

To best serve our customers, the Service Consultant must maintain suﬃcient technical knowledge of current and newly introduced products and associated repairs. The Service Consultant works directly with the customer to review and discuss the recommended repair, including technical ﬁndings, alternative options, and opportunities to prevent repairs in the future. The Service Consultant has a high level of interaction with customers as well as with employees of OSTA, LAD entities, and OCI and requires that all responsibilities be carried out with a necessary sense of urgency to meet our quality, cost, and delivery goals. The Service Consultant also works proactively with the customer and sales organization to maximize the customer’s investment in Olympus equipment.

Job Duties

Prioritize and manage work to consistently meet production and customer satisfaction metrics. Manage the daily Work in Progress (WIP) using Datasweep and PowerBI reports to ensure the timely delivery of repaired devices. Identify and resolve service orders that are delayed in process.
Assist with investigating User Requests for service. Ensure the User Request for each service order is thoroughly addressed. Review all supporting documents that accompany each device 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 and/or production personnel to ensure their ability to discuss the repairs should the customer have questions or concerns.
Perform a thorough review of the Quality Inspection Results (QIR). Review the instrument history to identify all the conditions and factors, including age, prior repairs, and possible warranty disposition.
Consult with appropriate technical staﬀ to gain additional technical information about prior or proposed repairs, as necessary.
Use a consultative approach with the customer when discussing their, repair history, reprocessing methods (when applicable), QIR ﬁndings, photographs, and recommended repairs. Work with customers to obtain and process repair approvals. Provide repair costs 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 action taken with customers.
In conjunction with Technical Staﬀ, Quality Assurance, and Market Quality follow-up as needed to ensure timely analysis, coding, and repair of devices. Obtain and provide necessary complaint handling information to Market Quality for further investigation and to ensure timely analysis and communication with the customer.
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 a device that is not repaired, if necessary.
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 identify resolution.
Investigate and resolve invalids: scopes with instrument histories that have incorrect model serial numbers and/ownership. Communicate with appropriate Olympus personnel and customers to verify system is updated with correct information.
Investigate potential credit and rebills and escalate as needed.
Provide back up to other Olympus facilities as part of Disaster Recovery. Provide overﬂow support to other locations as necessary. Escalate customer service issues to department leads and/or management.
Performs other duties as assigned.

Job Qualifications

Required:

Minimum of 1 year experience in an Associate Service Contract Capacity.

Preferred:

Associate degree or equivalent experience in technical electronic field is preferred.
Minimum of three years’ experience in customer technical service, or related field preferred.

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 benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks.

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 are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.

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 || Field Service

Job Segment: QA, Quality Assurance, Field Service, Inspector, Quality, Technology, Manufacturing

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