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Tech Support Engineer I

Req ID:  4214

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

Responsible for all facets of providing centralized Technical Customer support concerning all Medical equipment. This includes support of electronic video personal computer and network products to Olympus customers Sales Representatives Field Service Engineers (FSEs) and other related departments.

Job Duties

* Answer inbound customer calls: make outbound calls as necessary.

 

* Investigate and resolve issues problems concerning all Medical products and update incident tickets and enter information in department database to permit generation of accurate reports regarding frequency of incidents and costs of repairs.

 

* Provide nationwide technical support to the Field Service Engineers Sales Representatives Customer Service Representatives and Customers.

 

* Provide 24 7 technical support on a rotating basis as required.

 

* Prepare and disseminate technical material to the Field Service Engineers Sales Representatives, Customer Service Representatives and customer base.

 

* Diagnose and troubleshoot the entire range of company electronic video and computer related products in response to customer calls faxes or e mails.

 

* Dispatch Field Service Engineers to customers for on site repair as needed after determining the nature of the problem and the probable extent of repairs.

 

* Prepare technical manuals reports documentation and other related materials as required.

 

* Submit activity reports daily and monthly logs.

 

* Maintain the test equipment rack make necessary repairs or replace test equipment to replicate customer conditions.

 

* Provide supplemental field support as required.

 

* Field Service Support Sales Rep Support: Establish & Maintain Partnership with all FSE Sales Reps and Management to Support Defined Business Requirements and Drive Customer Satisfaction. Responsible for the Collection and Entry of incident tickets. Ensure Integrity of Data Provided (Prior to Entry).

 

* Internal Department Support: Work with external departments as applicable to monitor product issues. Support other related departments (i.e. software Regulatory etc.) as required to drive customer satisfaction.

 

* Training &Development: Successful Completion of All Training and Certification Programs (Certification Defined as 80% or Higher). Product Training. Soft Skills. CrossTraining (MP SP Products).On Going Certifications. Will receive monitoring sessions each month. Other training as required.

 

* Perform other related duties as assigned.

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Minimum of an Associates degree in a related field(electronic or mechanical technology or computer science).

 

* One year experience OR a Certificate in a related field (electronic or mechanical technology or computer science equivalent experience) and two years experience repairing and or trouble shooting electrical or electromechanical equipment.

 

* Work flexible hours as required.

 

* Professionalism: In addition to the above qualifications the candidate must agree to: Cooperate and participate as an effective team member in creating a positive working environment. Demonstrate positive OAI corporate citizenship. Ensure professional and timely communication with customers and sales reps in accordance with established Customer Service protocols.

 

* Recognize and adhere to established company and department policies and protocol including but not limited to: Appropriate dress. Appropriate behavior. Work station. Electronic communication. FTO policy. Receptive to positive and constructive feedback as provided by OAI Management.

 

PREFERED QUALIFICATIONS:

 

* Experience answering inbound technical support customer calls a plus.

 

* Biomedical experience a plus.

 

* Experience in telephone support a plus.

 

* Extensive user experience with personal computers and working knowledge of popular software packages such as MSOffice etc.

 

* Knowledge of electronic and video systems.

 

* Knowledge of medical instrumentation hospital equipment systems a plus.

 

* Ability to interact with field personnel management and customers.

 

* Individual must possess a high degree of self reliance initiative and creativity.

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 requires all new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

 

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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