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Service Consultant

Req ID:  2085

Working Location: TENNESSEE, BARTLETT; CALIFORNIA, SAN JOSE 

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

To ensure the highest quality of customer service, the Service Consultant contacts the customer to obtain repair approvals on their instruments by providing estimated repair costs and technical details regarding required repairs or alternative options. 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 details 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 OMES OAI and OSIA and requires that all responsibilities be carried out with a necessary sense of urgency in order 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 exceed production and customer satisfaction metrics.

 

* 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 thoroughly addressed.

 

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

 

* Perform a thorough technical review and analysis of the scope and the Quality Inspection Results (QIR).

 

* Review the instrument history to identify all of the scope s conditions and factors including age prior repairs possible warranty disposition or possible trade in opportunity.

 

* 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.

 

* Act in accordance with the customer s request including the return of an instrument that is not repaired if necessary.

 

* Ensure that all Discrepant Material Notices (DMNs) are processed properly. Coordinate with NSC on DMNs issued for repairs (as applicable) and involved management if required.

 

* 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.

 

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

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Minimum of 1 year experience in an Associate Service Consultant capacity or  Minimum of 3 years experience in customer technical service or related field preferred.

 

PREFERRED QUALIFICATIONS:

 

* Minimum Associate's degree or equivalent experience in technical electronic field is preferred.

 

* Demonstrated proficiency in understanding and effectively speaking to the technical aspects of the endoscope electronics equipment as acquired through hands on training.

 

* 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.

 

* Able to exercise proper judgment and conduct one self and work in a positive professional and cooperative manner.

 

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

 

* Must demonstrated 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 || 


Job Segment: Inspector, Quality

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