Field Solutions Manager - Medical Devices (TX)

Olympus Corporation

Dallas (TX)

On-site

USD 110,000 - 140,000

Full time

4 days ago

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Benefits offered by this job

Competitive salary and bonus

401(k) matching

Medical, dental, vision coverage

Paid time off and holidays

On-site facilities

Job summary

Olympus Corporation seeks a Regional Solutions Manager to lead a field team of Endoscopy Support Specialists, delivering expert repair prevention strategies and education on cleaning, disinfection, and sterilization. You will drive customer satisfaction, manage field operations, and collaborate with sales across Olympus units to renew contracts and expand service offerings.

This field-based role requires travel up to 25%, strong leadership, and a commitment to patient safety and service

Qualifications

Associates degree required.
Minimum of 5 years’ experience in service operations, training, customer account management roles and or Supervisory experience.
Experience in healthcare, medical device, or comparable service industries.
Valid driver's license and ability to travel up to 25%.
Vendor credentialing required.
Must possess a strong work ethic with a positive outlook that fosters collaboration and open communication while also being a leader that is comfortable working independently.
Strong interpersonal skills, effective customer service capabilities, with professional and proficient verbal and written communication skills.

Responsibilities

Lead and develop ESS team members to consistently exceed performance objectives through comprehensive training and skill development.
Drive continuous improvement through regular performance monitoring, including service case audits, customer feedback, and field assessments.
Ensure strict adherence to company policies, ISO 13485 requirements, and FDA QSR standards through systematic review of field service documentation and quality metrics.
Proactively manage team performance against contract requirements and implement corrective actions as needed.
Direct ESS team's daily field operations to ensure efficient scheduling, compliant service delivery, and accurate documentation.
Drive contract renewals and customer satisfaction through effective implementation of service campaigns and new product initiatives.
Maintain rigorous adherence to Olympus' Quality Management Systems, ensuring all team activities and documentation meet established standards and requirements.
Partner with sales, service management, and corporate teams to drive business growth and resolve service challenges.
Track and analyze ESS team performance metrics, customer usage patterns, and business objectives to optimize service delivery.
Champion process improvements and cost-efficiency initiatives that enhance team capabilities and service quality.
Lead team in delivering exceptional customer support through targeted education programs and well delivered service business reviews.
Collaborate with sales teams to secure and retain service contracts by leveraging performance data and demonstrating clear value propositions.
Build and maintain strategic relationships with key stakeholders through professional presentations and consistent engagement that showcases Olympus service excellence.
Utilize critical thinking and job knowledge to investigate and resolve customer or sales escalations in a manner that objectively resolves the situation.
Support upline management and corporate partners in establishing goals, objectives, projects, and strategies that contribute to positive business results.