Endoscopy Support Specialist I - Albany, NY

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 of patient care so people everywhere can fulfill their desires, dreams, and lives.

Working

Location:

New York, Albany

Our five Core Values empower us to achieve Our

Purpose:

Patient Focus, Integrity, Innovation, Impact and Empathy.

Learn more about Life at Olympus:

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 I will also learn and implement repair service strategies within a discreet territory that will provide customer assistance in preventing repairs, reducing service contract costs, supporting service contract renewals and creating 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.

• 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…