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Professional 3

Req ID:  10661

Working Location: Mexico, Mexico City

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

The primary focus of this role involves interaction, support and training for over 1700 CRM Platform users, Executives and critical Corporate functions on a broad range of operational as well as sales processes, tools and applications.  Specific activities include identification and root cause analysis of process, data and platform issues, analysis of data, creation and delivery of training and/or knowledge for processes/tools, applications with a focus on but not limited to CRM, Salesforce platform functionality, Asset Management, Service, OnFocus, Vendor Credentialing, Digital Marketing  and data preparation/matching/loading as required for various projects including but not limited to leads, OnFocus, territory alignment data for Olympus MSG teams and other ad hoc duties.  

Job Duties

  • Provides timely and consistent support users in order to triage their issue and resolve where possible across a broad range of tools and applications
  • Tracks issues raised to identify common problems, and develops FAQs with answers and drives best practices to the field
  • Identifies complex issues and custom support requests, and works with Salesforce Enablement (SFE) team and management to prioritize and assign to appropriate team members; tracks issues through closure
  • Contributes to and maintains application and business process documentation, including process flows
  • Serve as escalation path for Support Analyst I and escalates issues that cannot be resolved according to defined protocol
  • Creates and delivers training for platform related processes / tools
  • Maintains application enhancement request logs
  • Prepares zip code alignment files from each sales team for processing
  • Performs and prepares periodic data validation, creation and maintenance as required
  • Performs research necessary to resolve sales issues and provides analysis to facilitate resolution
  • Other data analysis and process support work as required
  • Define new and existing functionality. Successfully communicate new functionality to users via training and support.
  • Provide a positive experience to all users

Job Requirements

Provides timely and consistent support to users in order to triage reported issues and resolve where possible across a broad range of tools and applications 

Tracks issues raised to identify common problems, and develops FAQs with answers and drives best practices  

Identifies complex issues and custom support requests, and works with Salesforce Enablement (SFE) team and management to prioritize and assign to appropriate team members; tracks issues through resolution 

Proactively develops materials to assist the sales force with processes and tools based on issues reported and requests 

Supports analytics that drive Sales and Marketing initiatives, such as targeting, trigger-based selling, quota setting 

Serve as escalation path for Support Analyst I and II and escalates issues that cannot be resolved according to defined protocol 

Contributes to and maintains application and business process documentation, including process flows 

Responsible for data loads and ensure information within the applications and systems are accurate and processed in a timely manner  
Creates and delivers training for platform related processes / tools 

Maintains application enhancement request logs  

Prepares zip code alignment files from each sales team for processing  

Responsible for periodic data validation, creation and maintenance as required  

Performs research necessary to resolve issues and provides analysis to facilitate resolution 

Other data analysis and process support work as required 

Work with various departments and divisions to develop working knowledge of interfacing operations to identify process improvements and tools.  

Provide reporting and analyses to SFE leadership as required 

Complete ad hoc projects as assigned and track progress successfully to closure 

Define new and existing functionality. Communicate new functionality to users via training, testing and support. 

Responsible for OnFocus maintenance requests 

Provide a positive experience to all users  

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: || Mexico (MX) || Ciudad de México (MX-CMX) || Mexico City || Commercial Operations


Job Segment: CRM, Technology

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