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Endoscopy Support Specialist I

Req ID:  4500

Working Location: Oregon, Portland 

 

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

The primary responsibility will be to obtain core Olympus product, service and operational knowledge during their initial training period. They will be required to successfully complete designated customer service training to develop essential customer relationship building skills to provide customer endoscopy support activities, successfully attend and complete a structured training curriculum which will include classroom instruction and hands-on equipment practice and evaluation. The Endoscopy Support Specialist l will also learn and implement repair service strategies within a discreet territory that will provide customer assistance in reducing service contract costs, support service contract renewals and create opportunities to increase repair service market share. This position will provide an operational core competence of technical and presentation skills to drive Olympus service business objectives. It will provide endoscopy support service that will strengthen the Olympus brand through building strong customer relationships.

Job Duties

* Support targeted customers, local Sales Representative, Field Service Engineers, Repair personnel, Service management, and other corporate personnel to provide the highest level of customer support and endoscopy service satisfaction; conduct service support calls independently and in a team effort with other corporate personnel as necessary.

 

* Conduct customer educational visits, diagnose issues relating to endoscopy equipment care, handling, CDS and storage. Understand conducting in-service programs based on identified educational visit needs and assist in customer training to ensure that their endoscopy equipment will be maintained to Olympus standards for maximum operational performance.

 

* Exhibit quality customer service by providing solutions for endoscopy equipment service problems, assisting customers toward the goal of repair reduction, and demonstrating the ability to develop customer relationships based on trust, loyalty and satisfaction.

 

* Grow Olympus service repair business by promoting Service Contracts for endoscopes, video electronics and reprocessing equipment. Perform pre-contract inspections and scope audits, and approach non-contract customers to support the value of service contracts and proper maintenance of Olympus endoscopy equipment.

 

* Establish and maintain customer rapport with key decision makers (i.e. Bio-med, Nurse Manager, Materials Manager, Physicians, etc.). Support their endoscopy equipment service requirements and leverage relationships to assist in the growth of Olympus service business.

 

* Produce the highest levels of customer engagement and service support. Become familiar 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.

 

* Understand customer repair cost utilization analyses reports and review service contract performance and cost consumption versus elapsed time data. Assist 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. 

 

* Develop and demonstrate consistent and repeatable equipment demonstrations and the proper and compliant methods to conduct customer in-service programs. 

 

* Develop a routine communication schedule with management to exchange information on daily and weekly activities.

 

* Accurately perform and report on other MBO related duties as assigned and to meet all goals set and agreed upon with management.

 

* Maintain all assigned assets including, but not limited to, laptop computer, mobile device(s), demo equipment, etc.

 

* Submit all required field activity documentation, including travel itineraries, field service reports and expense reports timely, accurately and as directed. Update service records as required.

 

* Capable of retaining technical knowledge and be evaluated as having the ability to perform and meet all job responsibilities in order to progress beyond the training period.

 

* Perform all other duties as assigned.

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Bachelor's degree or equivalent knowledge and/or clinical position

 

* Minimum of one year employment in Sales and/or Service.

 

* Previous field based work history

 

* Experience and competency with technical equipment and/or devices.

 

* Work flexible hours.

 

* Able to travel with overnight stays via automobile, or air to meet customer needs, or as requested by management. Have a valid driver’s license.

 

PREFERRED QUALIFICATIONS:

 

* Proficient in providing distinctive customer service.

 

* Able to exceed customer satisfaction.

 

*Strong communication skills both written and verbal.

 

* Demonstrated decision making ability and resolution management.

 

* Perform under pressure and effectively communicate solutions to customers.

 

* Understanding of business policies and practices.

 

* Must be a self-starter requiring minimal supervision.

 

* Demonstrated ability to successfully multi-task.

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) || Oregon (US-OR) || Portland || 


Nearest Major Market: Portland Oregon

Job Segment: Field Service, Manufacturing, Customer Service

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