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About the Role

The Endoscopy Support Specialist I provides positive customer experiences by delivering repair prevention and equipment cleaning, disinfection, and sterilization education for Olympus products. The role involves acquiring core product knowledge, service strategies, and customer relationship skills to strengthen the Olympus brand and service business objectives.

Responsibilities

• Acquire core Olympus product, service, reprocessing, and operational knowledge during initial training.
• Successfully complete designated online, customer service, mentorship, and educational ride along trainings.
• Gain competency in endoscope construction and anatomy, C/D/S in-services, service contract tools/reports, and core ESS job role elements.
• Learn and implement repair service strategies within a territory to prevent repairs, reduce service contract costs, support renewals, and increase market share.
• Establish, develop, and maintain field contact with key customers, clinicians, researchers, and decision makers.
• Provide routine travel to customer facilities and onsite support.
• Develop operational core competence of processes, systems, technical, and presentation skills.
• Strengthen the Olympus brand through building strong customer relationships.
• Acquire experience and confidence in supporting targeted customers, local Sales Representatives, Field Service Engineers, Repair personnel, Service management, and other corporate personnel.
• Acquire experience and confidence in conducting service support calls independently and as part of a team.
• Be mentored and monitored to meet customer service needs, provide solutions for endoscopy equipment service problems, assist customers toward repair reduction goals, and develop customer relationships.
• Secure and grow Olympus service repair business through promotion of Service Contracts.
• Support service contract business by performing pre-contract inspections, scope audits, and approaching non-contract customers.
• Conduct customer educational visits, diagnose issues relating to endoscopy equipment care, handling, CDS, and storage.
• Conduct in-service programs based on identified educational visit needs and assist in customer training.
• Establish and maintain customer rapport with key decision makers.
• Develop knowledge and skills for high levels of customer engagement and service support.
• Become familiar with endoscopy equipment applications and products through structured training, on-the-job training, and self-study.
• Obtain instruction and understanding of customer repair cost utilization analyses reports.
• Review service contract performance and cost consumption versus elapsed time data.
• Assist over-consuming contract customers to improve equipment utilization and reduce repair costs.
• Develop and demonstrate consistent equipment demonstrations and compliant customer in-service programs.
• Develop a routine communication schedule with management.
• Maintain all assigned assets.
• Submit all required field activity documentation, including travel itineraries, field service reports, and expense reports.
• Update service records as required.
• Perform other MBO related duties as assigned and meet all goals.
• Retain technical knowledge and meet all job responsibilities to progress beyond the training period.
• Adhere to all customer vendor credentialing requirements.
• Perform all other duties as assigned.

Requirements

• 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.
• 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).
• Technology literate (i.e., Microsoft Outlook, Excel, Word, PowerPoint, iPhone/iPad).
• Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities.

Skills

• Customer service
• Communication (written and verbal)
• Decision making
• Resolution management
• Performing under pressure
• Business policies and practices
• Multi-tasking
• Technology literacy (Microsoft Outlook, Excel, Word, PowerPoint, iPhone/iPad)
• Public speaking
• Presentation skills
• Interpersonal skills

Location

• New York, Albany

Work Type

• Field
• Full-time

Experience Level

• 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.

Education Level

• Associate degree and/or Surgical Technician certification/degree preferred.
• Or enrolment in accredited program.

Salary/Compensations

• $26.03 - $35.14 / hour

Benefits

• Competitive salaries
• Annual bonus
• 401(k) with company match
• Comprehensive medical, dental, vision coverage effective on start date
• 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
• Work-life integrated culture
• Employee centric mindset
• Paid volunteering and charitable donation/match programs
• Employee Resource Groups
• Dedicated Training Resources and Learning & Development Programs
• Paid Educational Assistance

About the Company

• For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling.
• 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.

Equal Opportunity

• 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.
• 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.
• 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.