Olympus America Inc. Technical Support Engineer I in Center Valley, Pennsylvania

Job Duties::

As a Technical Assistance Center Engineer I working on the Technical Assistance Center (TAC) team, you will be empowered and inspired to do your best work. You will contribute to our mission by assisting Internal Customers, such as Sales Representatives and Field Service Engineers, as well as assisting External Customers, such as Medical Personnel, with diagnosing and resolving different types of medical equipment issues. In a typical day, you will:

  • Answer inbound customer calls – make outbound calls as necessary. (Technical Assistance Center hours of operation are 7:00am - 8:00pm EST)

  • 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.

  • Perform other related duties as assigned.

  • 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).

  • 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.

  • Successfully complete all training and certification programs (Certification defined as 80% or higher); this includes product training, soft skills, cross-training (MP/SP Products), on-going Certifications, and other training as required.

  • Perform all other related duties as assigned.

Job Requirements::

REQUIRED QUALIFICATIONS:

  • Associate’s degree in a related field (electronic or mechanical technology, or computer science) with a minimum of 1 year of experience is required; OR, a Certificate in a related field (electronic or mechanical technology, or computer science equivalent experience) with a minimum of 2 years of experience repairing and/or trouble shooting electrical or electro-mechanical equipment is required.

PREFERRED QUALIFICATIONS:

  • Experience in telephone support is a plus.

  • Extensive user experience with personal computers and working knowledge of popular software packages such as MS Office etc. is essential.

  • Strong communication skills, both written and verbal are necessary.

  • Knowledge of electronic and video systems is preferred.

  • Knowledge of medical instrumentation/hospital equipment systems is a plus.

  • Must have a high degree of personal organization.

  • Ability to interact with field personnel, management and customers is essential.

  • Must possess a high degree of self reliance, initiative and creativity.

  • Must be able to work independently and work well under pressure.

  • Must be able to work flexible hours as required.

  • Ability to cooperate and participate as an effective team member in creating a positive working environment is preferred.

  • Must demonstrate positive OAI corporate citizenship.

  • Ability to ensure professional and timely communication with customers and sales reps in accordance with established Customer Service protocols is essential.

  • Must recognize and adhere to established company and department policies and protocol.

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.

Job Description:

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. We’re currently looking for a Technical Support Engineer to join us in our Center Valley, PA office.

Let’s inspire healthier lives, together.

The Technical Support Engineer is 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.

About Us:

At Olympus, we put a lot of good back into the world, and what we do really matters. We are committed to making people’s lives healthier, safer and more fulfilling every day by crafting innovative optical and digital solutions in medical technologies, microscopy, industrial solutions, cameras, and audio recorders.

We view our relationship with and commitment to our employees with the same passion. Everything we do at Olympus is a reflection of our vision, and everyone here helps to make it a reality. We’re invested in our employees, great ideas, and how they impact the communities around us. We see the world through multiple lenses and come together to find the right answers; the best solutions.

THAT’S OLYMPUS.

TRUE TO YOU. TRUE TO SOCIETY. TRUE TO LIFE.

Olympus America Inc

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

Company URL:

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

Posting Locations:

Pennsylvania, Center Valley

Posting Title:

Technical Support Engineer I

Work Location:

Headquarters OAI

Job Family:

Customer Service

Auto req ID:

4266BR

4266BR

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.