Olympus America Inc. Endoscopy Support Specialist I in Houston, Texas

Job Description

Houston, TX - The primary responsibility of the Endoscopy Support Specialist 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.

Olympus embraces diversity and inclusion. As an Equal Opportunity Employer, our policies as well as our values prohibit unlawful discrimination based on an employee's or applicant's race, color, sex, age, physical or mental disability, national origin, religion, sexual orientation, gender identity and/or expression, marital status, genetic information, ancestry, military or veteran status, or any other federal, state or local protected classification. EOE Minorities/Females/Veterans/Disabled

At Olympus, we are True to You!

Job Duties:

  • Under close supervision acquire experience and confidence in supporting 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.

  • Acquire experience and confidence in conducting service support calls independently and in a team effort with other corporate personnel as necessary.

  • Mentored and monitored to meet customer service needs, to provide solutions for endoscopy equipment service problems, to assist customers toward the goal of repair reduction, and to demonstrate the ability to develop customer relationships based on trust, loyalty and satisfaction.

  • Trained to secure and grow Olympus service repair business through the promotion of Service Contracts for endoscopes, video electronics and reprocessing equipment.

  • Support service contract business by performing pre-contract inspections, performing scope audits and approaching non-contract customers to support the value of service contracts and proper maintenance of Olympus endoscopy equipment.

  • Training and mentoring focused on conducting customer educational visits, diagnosing issues relating to endoscopy equipment care, handling, CDS and storage.

  • Receive and comprehend core knowledge to conduct 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.

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

  • Develop the knowledge and skills required to produce the highest levels of customer engagement and service support. Required to 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.

  • Obtain instruction and understanding of customer repair cost utilization analyses reports and learn how to review service contract performance and cost consumption versus elapsed time data.

  • Develop skills to 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.

  • 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.

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

  • 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:

(ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED)

  • Bachelor's degree or equivalent knowledge and/or clinical position is required.

  • Minimum of 1 year employment in Sales and/or Service. Previous field based work history is required.

  • Experience and competency with technical equipment and/or devices is desired.

  • Proficiency in providing distinctive customer service is essential.

  • Must be able to exceed customer satisfaction.

  • Strong communication skills both written and verbal are desired.

  • Demonstrated decision making ability and resolution management is necessary.

  • Must perform under pressure and effectively communicate solutions to customers.

  • Understanding of business policies and practices is desired.

  • Must be a self-starter requiring minimal supervision.

  • Demonstrated ability to successfully multi-task is essential.

  • Must work flexible hours.

  • Must be able to travel with overnight stays via automobile, or air to meet customer needs, or as requested by management.

  • 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 corporate citizenship.

  • Ensure professional and timely communication with all internal/external customers in accordance with established Olympus protocols.

  • Recognize and adhere to established company and department policies and protocol including, but not limited to:

  • Appropriate dress.

  • Appropriate behavior.

  • Field based territory management.

  • Electronic communication.

  • FTO policy.

  • Receptive to positive and constructive feedback as provided by Olympus Management.

  • Must possess or be able to obtain a suitable vehicle that is less than seven (7) years old, has available Cargo Volume of at least 15 ft³ and otherwise meets the requirements as outlined in the Olympus Vehicle Reimbursement Program.

  • Must possess a valid driver’s license.

  • Must be a self-starter and able to follow management direction.

  • Independent work ethic and results attainment orientated is desired.

  • Must be task orientated requiring minimal supervision once initial training is completed.

  • Must possess a high level of personal organization.

  • Must possess a high level of customer interaction and customer service support.

  • Excellent communication, presentation, and interpersonal skills (including public speaking) are essential.

  • Must be technologically literate (i.e., Microsoft Office, Excel, Word, PowerPoint, iPhone/iPad).

Auto req ID 2921BR

Posting Title Endoscopy Support Specialist I

Company URL Olympus America Inc at http://www.olympusamerica.com/

About Us Olympus America, Inc. with headquarters in Center Valley, PA is a precision technology leader, creating innovative opto-digital solutions in health care and life science products throughout North America. Olympus works collaboratively with its customers and its affiliates worldwide to leverage R&D investment in precision technology and manufacturing processes across diverse business lines. These include: gastrointestinal endoscopes, accessories, and minimally invasive surgical products; advanced clinical and research microscopes. Olympus America Inc at http://www.olympusamerica.com/

Posting Locations Texas, Houston

Olympus is an Equal Opportunity Employer, and our policies prohibit unlawful discrimination based on an employee's or applicant's race, color, sex, age, physical or mental disability, national origin, religion, sexual orientation, gender identity and/or expression, marital status, genetic information, ancestry, military or veteran status, or any other federal, state or local protected classification.