Endoscopy Support Specialist Trainer

Job Description

The primary responsibility of this position will be to provide expertise in delivering endoscopy support activities, to implement specific repair service strategies that will provide customer assistance in preventing repairs, reducing service contract costs, support service contract renewals and create opportunities to increase repair service market share. 

The position establishes, develops, or maintains field contact with key customers, clinicians and researchers, and other decision makers in assigned accounts including routine travel to customer facilities and onsite support. It will provide endoscopy support service that will strengthen the Olympus brand through building strong customer relationships.

The trainer supports the ongoing education, development, and growth of team members knowledge relative to product, reprocessing, process, procedure, and other key elements of the job role.

 As trainer, additional responsibilities include:

• In collaboration with the corporate training team and management, develop and deliver training programs to new and existing ESS team members, focusing on both technical and soft skills required for their roles.
• Mentorship and Coaching: Provide ongoing mentorship to team members, offering guidance and support to help them improve their performance, job knowledge, and achieve business objectives.
• Perform field audits and focused training to ensure team adherence to policies, procedures, and work instructions, ensuring quality of work and data capture.
• Be an active and consistent participant in Olympus meetings, training programs, initiatives, and market intelligence requests. 
• Be an active and engaged team member in annual training meeting content development, preparation, and delivery activities. 

Job Duties

• Work directly and in conjunction with customers, local Sales Representatives, Field Service Engineers, Repair personnel, Service management, and other corporate personnel to provide the highest level of customer support and endoscopy service satisfaction. Confidently conduct on-site service support calls independently and in a team effort with other corporate personnel.
• Deliver high levels of customer engagement and service support measured by various customer satisfaction methods. Attend to continuous learning and improvement with endoscopy equipment applications and products through structured corporate training programs, on the job training, study of Olympus marketing materials, sales brochures, and available self-study programs.
• Present customer repair cost utilization analyses report to review service contract performance and cost consumption versus elapsed time data. Educate over consuming contract customers to improve equipment utilization and reduce repair costs through an asset management focused approach enhancing the performance and value of their Olympus endoscopy equipment.
• Create training concepts, curriculums, and methods to deliver core, advanced and remedial education including assessment tools used in the development of ESSs and teams.
• Present educational materials in new hire classroom sessions, individual ESS and team field training events, trade shows, regional and corporate sessions.
• Administer educational methods, and field audit processes to retrain, or refocus individual ESSs or teams to further develop skill sets, or with the release of new products or processes.
• Foster and promote an environment of coaching, growth, assessment and process improvement utilizing training and educational momentum across all teams.
• Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities.
• Perform all other duties as assigned.

Job Qualifications

Required:

• Associates degree and/or Surgical Technician certification/degree preferred, or enrollment in accredited program.
• Minimum of 7 years’ work experience in a clinical setting in support of patient care and/or equipment support in endoscopy, hospital, OR ambulatory surgery or SPD environments.
• After one year of employment successfully pass the Certified Flexible Endoscope Reprocessor (CFER) examination administered by the Certification Board for Sterile Processing & Distribution, Inc. and in conjunction with Olympus. If the ESS has prior and relevant reprocessing experience the CFER can be obtained before one year of employment. Other certifications or requirements as set forth by management.
• Demonstrated willingness to work flexible hours and to meet all training assignments
• Travel with overnight stays via automobile, or air to meet customer needs, or as requested by management.
• Have a valid driver’s license. Qualify for, manage, operate and report on use of assigned company fleet vehicle and/or assigned company rental car.

Preferred:

• Minimum of 7 years of field-based work experience in medical device support preferred.
• Proven experience in supervisory leadership role at peer level and above in support of organizational goals.
• Work closely with, and in support of management team to lead, co-direct and act on service deliverables and metrics specific to team and individual goals.
• Consistently exceed customer satisfaction expectations with both internal and external customers.
• Adapt at creating, providing, and presenting training methods across all users and at levels.
• Strong presentation skills and communication skills both written and verbal.
• Demonstrated decision making ability and resolution management.
• Perform under pressure and effectively communicate solutions to customers and upline teams.
• Must be a self-starter requiring minimal supervision.
• Consistent ability to successfully multi-task.