Endoscopy Support Specialist I (Houston, TX)

Olympus • Houston, TX

229d

About The Position

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 will be to obtain core Olympus product, service and operational knowledge during their initial training period. They will be required to successfully complete designated customer service training to develop essential customer relationship building skills to provide customer endoscopy support activities, successfully attend and complete a structured training curriculum which will include classroom instruction and hands-on equipment practice and evaluation. The Endoscopy Support Specialist l will also learn and implement repair service strategies within a discreet territory that will provide customer assistance in reducing service contract costs, support service contract renewals and create 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 travel to customer facilities and onsite support. Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities. This position will provide an operational core competence of 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.

Requirements

• Associate degree and/or Surgical Technician certification/degree preferred, or enrollment in accredited program.
• After one year of employment successfully pass the Certified Flexible Endoscope Reprocess or (CFER) examination administered by the Certification Board for Sterile Processing & Distribution, Inc. and in conjunction with Olympus.
• Able to travel with overnight stays via automobile, or air to meet customer needs, or as requested by management.
• Must have a valid driver's license.
• Must adhere to all customer and vendor credentialing requirements when visiting medical facilities.

Nice To Haves

• 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.
• Proficient in delivering exceptional customer service.
• Capable of exceeding customer satisfaction.
• Strong written and verbal communication skills.
• Proven decision-making and resolution management abilities.
• Effective under pressure, with strong problem-solving skills.
• Knowledgeable about business policies and practices.
• Self-starter with minimal supervision required.
• Skilled at multi-tasking successfully.

Responsibilities

• 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.
• Conduct service support calls independently and in a team effort with other corporate personnel as necessary.
• Meet customer service needs, provide solutions for endoscopy equipment service problems, assist customers toward the goal of repair reduction, and develop customer relationships based on trust, loyalty and satisfaction.
• Secure and grow Olympus service repair business through the promotion of Service Contracts for endoscopes, video electronics and reprocessing equipment.
• Perform pre-contract inspections, perform scope audits and approach non-contract customers to support the value of service contracts and proper maintenance of Olympus endoscopy equipment.
• 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 to ensure that their endoscopy equipment will be maintained to Olympus standards for maximum operational performance.
• Establish and maintain customer rapport with key decision makers and support their endoscopy equipment service requirements.
• 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 and repeatable equipment demonstrations and the proper and compliant methods to conduct customer in-service programs.
• Maintain all assigned assets including laptop computer, mobile device(s), demo equipment, etc.
• Submit all required field activity documentation timely, accurately, and as directed.

Benefits

• Competitive salaries, annual bonus and 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Associate degree