Service Consultant

To best serve our customers, the Service Consultant must maintain sufficient technical knowledge of current and newly introduced products and associated repairs. The Service Consultant works directly with the customer to review and discuss the recommended repair, including technical findings, alternative options, and opportunities to prevent repairs in the future. The Service Consultant has a high level of interaction with customers as well as with employees of OSTA, LAD entities, and OCI and requires that all responsibilities be carried out with a necessary sense of urgency to meet our quality, cost, and delivery goals.

The Service Consultant also works proactively with the customer and sales organization to maximize the customer’s investment in Olympus equipment.

• Prioritize and manage work to consistently meet production and customer satisfaction metrics. Manage the daily Work in Progress (WIP) using Datasweep and PowerBI reports to ensure the timely delivery of repaired devices. Identify and resolve service orders that are delayed in process.
• Assist with investigating User Requests for service. Ensure the User Request for each service order is thoroughly addressed. Review all supporting documents that accompany each device during the repair process. Make outbound calls to the customer if more information about their request is required.
• Review the Service Order and consult with other Service Consultants and/or production personnel to ensure their ability to discuss the repairs should the customer have questions or concerns.
• Perform a thorough review of the Quality Inspection Results (QIR). Review the instrument history to identify all the conditions and factors, including age, prior repairs, and possible warranty disposition.
• Consult with appropriate technical staff to gain additional technical information about prior or proposed repairs, as necessary.
• Use a consultative approach with the customer when discussing their repair history, reprocessing methods (when applicable), QIR findings, photographs, and recommended repairs. Work with customers to obtain and process repair approvals. Provide repair costs and other technical information to support the approval process.
• Clearly and succinctly describe the repair recommendations and options. Provide detailed notes to include all conversations and action taken with customers.
• In conjunction with Technical Staff, Quality Assurance, and Market Quality follow-up as needed to ensure timely analysis, coding, and repair of devices. Obtain and provide necessary complaint handling information to Market Quality for further investigation and to ensure timely analysis and communication with the customer.
• Update the service order and notify the appropriate personnel to launch the repair after receiving approval. Act in accordance with the customer’s request, including the return of a device that is not repaired, if necessary.
• Support required processes for the Discrepant Materials Notices (DMNs) and Quality System. Communicate with Olympus service personnel in a thorough and professional manner to complete investigation and identify resolution.
• Investigate and resolve invalids: scopes with instrument histories that have incorrect model serial numbers and/or ownership. Communicate with appropriate Olympus personnel and customers to verify system is updated with correct information.
• Investigate potential credit and rebills and escalates as needed.
• Provide backup to other Olympus facilities as part of Disaster Recovery. Provide overflow support to other locations as necessary. Escalate customer service issues to department leads and/or management.
• Perform other duties as assigned.

Required:

• Minimum of 1 year experience in an Associate Service Contract Capacity.

Preferred:

• Associate degree or equivalent experience in technical electronic field is preferred.
• Minimum of three years’ experience in customer technical service, or related field preferred.

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…