Endoscopy Support Specialist I - Providence, RI

Olympus Corporation of the Americas; Providence (RI); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Annual bonus

401(k) match

Paid vacation & holidays

Employee assistance program

On-site daycare, cafe & fitness center

Job summary

Olympus Corporation of the Americas, headquartered in Center Valley, PA, seeks an Endoscopy Support Specialist I to deliver service education, preventive maintenance and repair strategies across assigned accounts. You will train in endoscope reprocessing, service reporting, and customer communications to minimize downtime and enhance contract value.

You will travel to customer facilities, build relationships with clinicians and biomed staff, and participate in structured training programs to

Qualifications

• Proficient in providing distinctive customer service.
• Able to exceed customer satisfaction.
• Strong written and verbal communication.
• Demonstrated decision making and resolution skills.
• Able to travel with overnight stays.
• High level of customer interaction and service support.

Responsibilities

• Acquire experience in supporting targeted customers, Sales, Field Service Engineers and Repair personnel.
• Conduct service support calls independently and with team effort.
• Mentor to meet customer service needs and reduce repairs costs.
• Promote Service Contracts for endoscopes and related equipment.
• Support service contracts via pre-contract inspections and scope audits.
• Train to conduct customer educational visits and in-service programs.
• Maintain and update service records and field reports.
• Develop customer relationships with key decision makers to grow service business.

Skills

Customer service

Communication skills

Travel flexibility

Self-starter

Public speaking

Job description

Select how often (in days) to receive an alert: Create Alert

Working Location:Rhode Island, Providence

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 ofpatient 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.

The Endoscopy Support Specialist I position provides positive customer experiences by delivering Olympus service contract customers repair prevention and equipment cleaning/disinfection/sterilization education for their Olympus products.

The primary responsibility for an Endoscopy Support Specialist I will be to obtain core Olympus product, service, reprocessing, and operational knowledge during their initial training period. They will be required to successfully complete designated online, customer service, mentorship, and educational ride along trainings as appropriate. The ESS I is expected to gain competency in endoscope construction and anatomy, delivery of C/D/S in-services, utilizing and delivering service contract tools/reports, and in the core elements of the ESS job role.

The Endoscopy Support Specialist l will also learn and implement repair service strategies within a discreet territory 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.

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.

This position will provide an operational core competence of processes, systems, 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

• 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 to progress beyond the training period.
• Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities.
• Perform all other duties as assigned.

Job Qualifications

Required:

• 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.
• Work flexible hours.
• Able to travel with overnight stays via automobile, or air to meet customer needs, or as requested by management.
• Qualify for, manage, operate, and report on use of assigned company fleet vehicle and/or assigned company rental car.
• Have a valid driver’s license.
• After one year of employment successfully pass the Certified Flexible Endoscope Reprocess or (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.
• Must be a self-starter and able to follow management direction.
• Independent work ethic and results attainment orientated.
• Task orientated requiring minimal supervision once initial training is completed.
• High level of personal organization.
• High level of customer interaction and customer service support.
• Excellent communication, presentation, and interpersonal skills (including public speaking).

Preferred:

• Associate degree and/or Surgical Technician certification/degree preferred, or enrollment in accredited program.
• Minimum of 1-3 years’ experience in a clinical setting in support of patient care and/or equipment support in endoscopy, hospital, OR ambulatory surgery or SPD environment preferred.
• Minimum of 1-3 year of field-based work experience in medical device support preferred.

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

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

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 [e-mail]. 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: || United States (US) || Rhode Island (US-RI) || Providence ||Field Service