Senior Director, Endoscopy Support and UpTime

Req ID: 11177

Working Location: North Carolina, Charlotte; North Carolina, Greensboro; North Carolina, Raleigh

Workplace Flexibility: Field

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

This role is responsible for leading the strategic direction, performance, and commercialization of the Endoscopy Support Specialist (ESS) organization across the U.S. Region. This role is accountable for advancing customer outcomes by driving repair reduction, expanding customer education, maximizing equipment uptime through proactive support strategies, improving service responsiveness, and elevating the overall customer experience and satisfaction.

This position serves as a senior leader within Medical Service & Repair and partners closely with Sales, Marketing, Commercial Excellence, Customer Support, Operations, Product Management, Finance, Quality, and Global Service to align service priorities, optimize customer uptime, reduce operational disruptions, and accelerate service growth. The role also serves as the Service organization's executive leader for customer satisfaction strategy, partnering with the Commercial Excellence Customer Experience team to establish governance, monitor performance, and drive continuous improvement across the customer journey.

The position is responsible for developing enterprise-wide strategic roadmaps, governance models, performance metrics, and cross-functional initiatives that improve equipment availability, maximize customer uptime, reduce avoidable repairs, strengthen service reliability, enhance customer loyalty, and position the ESS organization as a strategic differentiator that delivers measurable value for Olympus customers.

Job Duties

Lead the strategic direction, performance, and commercialization of the Endoscopy Support Specialist organization across the U.S. Region.
Develop and execute strategies that improve customer satisfaction, customer loyalty, customer uptime, and long-term service growth.
Drive ESS initiatives focused on repair reduction, customer education, reprocessing support, equipment handling, contract optimization, and customer outcomes.
Serve as the Service organization’s senior leader responsible for monitoring and driving improvements in customer satisfaction and service customer experience.
Partner with Commercial Excellence Customer Experience, Sales, Marketing, Customer Support, Operations, Product Management, and Global Service to improve the overall customer journey.
Establish customer experience, customer satisfaction, uptime performance, and ESS effectiveness metrics to drive accountability and continuous improvement.
Monitor and analyze customer feedback, customer satisfaction results, NPS, service performance data, repair trends, and operational KPIs to identify improvement opportunities.
Develop strategic roadmaps and governance processes focused on improving customer uptime, service responsiveness, operational effectiveness, and customer loyalty.
Lead cross-functional initiatives that reduce customer disruption, improve service delivery, and enhance the value of Olympus service offerings.
Drive the commercialization and productization of ESS programs and value-added service solutions that support customer outcomes and service revenue growth.
Partner with Sales and Marketing to position ESS capabilities as a strategic differentiator with customers.
Provide executive leadership, coaching, and development for Regional Service Managers and the ESS field team.
Build organizational capability, strengthen accountability, and foster a culture of customer focus, collaboration, innovation, and continuous improvement.
Perform other duties as assigned.

Job Qualifications

Required:

Bachelor's Degree in Business, Engineering, Biomedical Engineering, Healthcare Technology Management, Industrial Engineering, or a related field.
Minimum of 15 years of progressive leadership experience in Medical Device, Healthcare, Service Operations, Customer Support, Commercial Operations, or related industries.
Experience leading customer-facing teams with responsibility for customer satisfaction, operational performance, and business results.
Demonstrated success leading large-scale transformation, change management, and continuous improvement initiatives.
Experience partnering across Sales, Marketing, Operations, Product Management, and Customer Support organizations.
Experience driving customer experience, service growth, and operational excellence initiatives.
Strong business planning, forecasting, budgeting, and performance management experience.
Experience operating successfully within a complex matrix organization.
Demonstrated ability to develop and execute strategic plans that improve customer experience, service performance, and business results.
Strong customer focus with the ability to translate customer feedback and service data into meaningful improvement actions.
Strong business and financial acumen, with experience managing budgets, forecasting, and performance metrics.
Proven ability to lead customer-facing teams and enterprise-wide service improvement initiatives.
Skilled in analyzing customer satisfaction data, NPS, service trends, repair data, and operational KPIs to drive business decisions.
Strong leadership, coaching, and talent development capabilities with a focus on building high-performing teams.
Excellent communication and stakeholder management skills, with the ability to influence senior leaders across multiple functions.
Ability to balance customer needs, commercial priorities, operational requirements, and business objectives.
Strong project leadership and change management skills.
Sound judgment, problem-solving skills, and ability to make effective decisions in a complex and evolving environment.
Ability and willingness to travel up to 30% domestically/internationally to support customers, field teams, leadership meetings, business initiatives, and organizational priorities.

Preferred:

Master's Degree.
FDA-regulated environment experience.
Experience with service commercialization, customer success programs, uptime management, or customer experience initiatives.

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

Job Segment: Biomedical Engineering, Manager, Industrial Engineer, Field Service, Engineering, Marketing, Management, Manufacturing

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