Hybrid Specialist, Tech Support I

Req ID: 9778

Working Location: PENNSYLVANIA, CENTER VALLEY

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 Technical Assistance Center (TAC) Hybrid Specialist, Tech Support I, will utilize their cross functional expertise in computer, network, electronics, endoscopy, and/or biomedical fields to provide phone, remote access, and email mailbox support for Olympus Medical products and services. They will offer technical expertise on Medical Systems Group Gastrointestinal (GI) products, including electronics, video, and other medical devices, to OAI customers, Sales Representatives, Field Resources, Product Managers, and other related departments. Responsibilities include procedural use, troubleshooting, problem-solving, and equipment investigations for Customer Inquiries, Complaint Inquiries, and Potential Adverse Events (PAE), with knowledge of FDA regulatory compliance being advantageous. Additionally, they will provide centralized remote technical support for both internal and external customers, handling Medical Systems Group computers, network products, and Olympus software imaging and surgical integrated video products.

Job Duties

Answer inbound customer calls, provide remote support, and make outbound calls, as necessary.
Provide technical support and service for all Integration customers via phone, e-mail, approved remote access and on-site interaction.
Provide Cleaning, Disinfection, and Sterilization (CDS) guidance for all supported Medical and Endoscopy equipment.
Use technical abilities, GI Diagnostic Equipment Knowledge, Endoscopy and Biomedical expertise to provide nationwide technical support to Field Service Engineers, Sales Representatives, internal and external customers including medical facilities.
Investigate, diagnose, troubleshoot, and communicate all viable resolutions in response to customer calls or emails regarding Video Processors, Medical Light Sources, Endoscopes, Medical Grade Printers and Recorders, along with other products comprising Software Imaging and Integration by the Technical Assistance Center.
Maintain solid working knowledge of popular software packages such as the Microsoft Office Suite, and become proficient in new software architectures.
Initiate dispatch of Field Service Engineers to customer sites for onsite repair or troubleshooting as needed—only after exhausting all troubleshooting steps and escalation paths.
Escalate any problems, needs, or ideas related to all medical, endoscopy, or related equipment and any Olympus applications software to the appropriate escalation path for further research, development, or corrective action.
Capture customer contact information in the support database.
Investigate and accurately document complaint inquiry issues related to corporate compliance, with an emphasis on FDA regulations, using Olympus Salesforce and Complaint Handling software.
Collaborate with various departments regarding customer-related issues and recommendations for improvement.
Provide timely follow-up with customers to ensure satisfactory customer resolution.
Attend all required training classes in-house and/or online and successfully complete the required training with a minimum score of 80%.
Write technical documentation for the internal Knowledge Base to provide technical support solutions for Field Service Engineers and Technical Support Engineers.
Maintain the TAC Lab reference equipment daily, make necessary repairs and/or replace parts as needed, and test equipment to enable the replication of customer conditions.
Ensure required monitoring sessions are rated at a satisfactory level, and documentation meets required standards.
Provide after-hours technical phone assistance.

Job Qualifications

Required:

Associates degree in Computer Science or Engineering in a related field (electronics, biomedical technology, information systems) or an equivalent combination of education and experience.
Minimum of one years of technical support/customer service experience ideally working with professional highly educated customers.
Must be able to effectively communicate over the phone to provide proper troubleshooting to identify and resolve customer issues. Should also demonstrate excellent soft skills and basic computer skills.
Demonstrated written and verbal communication skills.
Demonstrated high degree of personal organization, self-reliance, initiative, and creativity.
Demonstrated ability to work as an effective and responsible team member in a corporate or educational environment to cohesively create a positive work environment.
Demonstrate positive corporate citizenship by following corporate and department policies and protocol.
Ability to work flexible hours as required.

Preferred:

Certification related to information systems and networking a plus.
Experience in a technical call center a plus.
Knowledge and/or experience in compliance regulations regarding medical products a plus.

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

Job Segment: Biomedical Engineering, Technical Support, Testing, CSR, Call Center, Engineering, Technology, Management, Customer Service

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