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Field Service Support Representative

Req ID:  2386

Working Location: PENNSYLVANIA, CENTER VALLEY 

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

This position serves as an extension of the Field Service Team which consists of Field Service Engineers (FSE's) Installation Engineers (IE's) and Endoscopy Support Specialists (ESS's). This position liaises between the Field Service Team and various other departments at Olympus in order to ensure Service customer needs are met. This includes dispatching Field Service Team members to customer sites ordering equipment needed for service tracking locations of parts needed for service troubleshooting the service administrative side of SAP reporting and handling general administrative tasks for the Field Service Team. This position is responsible for partnering with Service Process Engineers to plan and implement Service product upgrades and for investigating and rectifying issues with field service customer invoicing.

Job Duties

* Investigate and rectify invoicing issues for field service customers through crediting and rebilling customers.

 

* Liaise between Field Service Team and internal Olympus departments such as the Technical Assistance Center, RA/QA, Process Engineers, Asset Management, Inventory Management, and warehouse personnel to ensure service customer needs are met.

 

* Review Field Service Team schedules and availability of parts to determine where to dispatch the Field Service Representatives.

 

* Dispatch Field Service Representative to customer sites.

 

* Create and implement plan for Field Service Team to install capital equipment or upgrades at customer sites.

 

* Provide direct support to customers which includes providing updates on shipments of parts and supplying customers with Product Manuals Service Reports and Invoices upon request.

 

* Complete administrative tasks for Field Service Team including parts only quotes opening & closing tickets for preventative maintenance kits ordering chemicals and medical equipment trunk stock correcting service confirmation errors and troubleshooting issues with tickets.

 

* Maintain Access Database of information related to parts shipment tracking FSE Trunk Stock replenishment backorders non-repair dispatches and Field Service Team dispatches.

 

* Monitor SAP Queues and queries for Electronic Equipment Installs OER-Pro and KE Pre-Sites & installations.

 

* Review document completion and accuracy.

 

* Ensure proper notification to Field Resource and appropriate Sales Representative regarding this activity.

 

* Dispatch Coordinators maintain and report daily status using Excel or Access databases associated with each category.

 

* Assist and redirect TAC Que overflow & emergency (involving patient risk or potential of risk) calls. Maintain Group Mailboxes and delegation of requests received through email.

 

* Assists with SAP Test environment evaluation for rollout of new SAP processes.

Job Requirements

REQUIRED QUALIFICATIONS:

 

* High School diploma (or equivalent).

 

* Minimum one year of Customer Service experience.

 

* Ability to work flexible hours

 

PREFERRED QUALIFICATIONS:

 

* Call Center experience is highly preferred.

 

* Working knowledge of Excel.

 

* Strong organizational skills.

 

* Strong time management skills.

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) || Pennsylvania (US-PA) || Center Valley || 


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