Endoscopy Support Specialist I (Kansas City, KS)

Location

Kansas City, KS | United States

Job description

Working Location:  Kansas, Kansas City  

Workplace Flexibility:  Field

Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.

Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.

Our Purpose is to make people’s lives healthier, safer, and more fulfilling.

Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View

We deliver on our purpose and our core values by staying True to Life.

Job Description

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.

Job Duties

• 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 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 endoscopy equipment.
• Develop and demonstrate consistent and repeatable equipment demonstrations and the proper and compliant methods to conduct customer in-service programs.
• Develop a routine communication schedule with management to exchange information on daily and weekly activities.
• Maintain all assigned assets including, but not limited to, laptop computer, mobile device(s), demo equipment, etc.
• Submit all required field activity documentation, including travel itineraries, field service reports and expense reports timely, accurately, and as directed. Update service records as required.
• Trained to accurately perform and report on other MBO related duties as assigned and to meet all goals set and agreed upon with management.
• Capable of retaining technical knowledge and be evaluated as having the ability to perform and meet all job responsibilities to progress beyond the training period. 
• Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities.
• Perform all other duties as assigned.

Job Qualifications

Required:

• Associate degree and/or Surgical Technician certification/degree preferred, or enrolment 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. If the ESS has prior and relevant reprocessing experience the CFER can be obtained before one year of employment. Other certifications or requirements as set forth by management.
• Work flexible hours.
• Able to travel with overnight stays via automobile, or air to meet customer needs, or as requested by management.
• Have a valid driver’s license.
• Qualify for, manage, operate, and report on use of assigned company fleet vehicle and/or assigned company rental car.

Preferred:

• 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 providing distinctive customer service
• Able to exceed customer satisfaction. 
• Strong communication skills both written and verbal.
• Demonstrated decision making ability and resolution management
• Perform under pressure and effectively communicate solutions to customers
• Understanding of business policies and practices
• Must be a self-starter requiring minimal supervision
• Demonstrated ability to successfully multi-task.

Why join Olympus?

Here, people matter—our health, our happiness, and our lives.

• Competitive salaries, annual bonus and 401(k)* with company match
• Comprehensive Medical, Dental, Visions coverage effective on start date
• 24/7 Employee Assistance Program
• Free virtual live and on-demand wellness classes
• Work-life balance supportive culture with hybrid and remote roles
• 12 Paid Holidays
• Educational Assistance
• Parental Leave and Adoption Assistance
• Volunteering and charitable donation match programs
• Diversity & Inclusion Programs including Colleague Affinity Networks
• On-Site Child Daycare, Café, Fitness Center**

*US Only

**Limited locations

We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at .

About us:

Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit  .

Olympus is dedicated to building a diverse, inclusive and authentic workplace

We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.

Let’s realize your potential, together.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Kansas (US-KS) || Kansas City || Commercial Operations  

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