Senior Director, Endoscopy and UpTime

Position: Senior Director, Endoscopy Support and UpTime
Location: Center Valley

Working

Location:

North Carolina, Charlotte;
North Carolina, Greensboro;
North Carolina, Raleigh 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. ​Our five Core Values empower us to achieve Our

Purpose:

Patient Focus, Integrity, Innovation, Impact and Empathy. Learn more about Life at Olympus: .

Job Description This role is responsible for leading the strategic direction, performance, and commercialization of the Endoscopy Support Specialist (ESS) organization across the U.S. Region. This role is accountable for advancing customer outcomes by driving repair reduction, expanding customer education, maximizing equipment uptime through proactive support strategies, improving service responsiveness, and elevating the overall customer experience and satisfaction.

This position serves as a senior leader within Medical Service & Repair and partners closely with Sales, Marketing, Commercial Excellence, Customer Support, Operations, Product Management, Finance, Quality, and Global Service to align service priorities, optimize customer uptime, reduce operational disruptions, and accelerate service growth. The role also serves as the Service organization's executive leader for customer satisfaction strategy, partnering with the Commercial Excellence Customer Experience team to establish governance, monitor performance, and drive continuous improvement across the customer journey.

The position is responsible for developing enterprise-wide strategic roadmaps, governance models, performance metrics, and cross-functional initiatives that improve equipment availability, maximize customer uptime, reduce avoidable repairs, strengthen service reliability, enhance customer loyalty, and position the ESS organization as a strategic differentiator that delivers measurable value for Olympus customers.

Job Duties Lead the strategic direction, performance, and commercialization of the Endoscopy Support Specialist organization across the U.S. Region.

Develop and execute strategies that improve customer satisfaction, customer loyalty, customer uptime, and long-term service growth.

Drive ESS initiatives focused on repair reduction, customer education, reprocessing support, equipment handling, contract optimization, and customer outcomes.

Serve as the Service organization’s senior leader responsible for monitoring and driving improvements in customer satisfaction and service customer experience.

Partner with Commercial Excellence Customer Experience, Sales, Marketing, Customer Support, Operations, Product Management, and Global Service to improve the overall customer journey.

Establish customer experience, customer satisfaction, uptime performance, and ESS effectiveness metrics to drive accountability and continuous improvement.

Monitor and analyze customer feedback, customer satisfaction results, NPS, service performance data, repair trends, and operational KPIs to identify improvement opportunities.

Develop strategic roadmaps and governance processes focused on improving customer uptime, service responsiveness, operational effectiveness, and customer loyalty.

Lead cross-functional initiatives that reduce customer disruption, improve service delivery, and enhance the value of Olympus service offerings.

Drive the commercialization and productization of ESS programs and value-added service solutions that support customer outcomes and service revenue growth.

Partner with Sales and Marketing to position ESS capabilities as a strategic differentiator…