Endoscopy Support Specialist -Southern

Company Overview

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

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 is to obtain core Olympus product, service and operational knowledge during the initial training period, complete customer service training, develop customer relationship skills, and attend a structured training curriculum with classroom instruction and hands‑on equipment practice and evaluation.

The specialist will also learn and implement repair service strategies within a discreet territory to reduce service contract costs, support contract renewals, and create opportunities to increase repair service market share. They will establish, develop, or maintain field contact with key customers, clinicians, and researchers, including travel to customer facilities and onsite support. Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities.

This position requires an operational core competence of technical and presentation skills to drive Olympus service business objectives and 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, provide solutions for endoscopy equipment service problems, assist customers toward the goal of repair reduction, and demonstrate the ability to develop customer relationships based on trust, loyalty and satisfaction.
• Trained to secure and grow Olympus service repair business through promotion of Service Contracts for endoscopes, video electronics and reprocessing equipment. Support contract business by performing pre‑contract inspections, 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 (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. 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…