Endoscopy Support Specialist I - Albany, NY

Working Location: New York, Albany | 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.

About the role

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 for an Endoscopy Support Specialist I will be to obtain core Olympus product, service, reprocessing, and operational knowledge during their initial training period. They will be required to successfully complete designated online, customer service, mentorship, and educational ride-along trainings as appropriate.

The ESS I is expected to gain competency in endoscope construction and anatomy, delivery of C/D/S in-services, utilizing and delivering service contract tools/reports, and in the core elements of the ESS job role. The Endoscopy Support Specialist I will also learn and implement repair service strategies within a discreet territory that will provide customer assistance in preventing repairs, reducing service contract costs, support service contract renewals, and create opportunities to increase repair service market share.

This position establishes, develops, or maintains field contact with key customers, clinicians and researchers, and other decision makers in assigned accounts including routine travel to customer facilities and onsite support. It provides an operational core competence of processes, systems, technical and presentation skills to drive Olympus service business objectives and strengthen the Olympus brand through building strong customer relationships.

Responsibilities

• 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.
• Be 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.
• Be 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.
• Focus 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 (e.g., Bio-med, Nurse Manager, Materials Manager, Physicians) 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 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.
• Be trained to accurately perform and report on other MBO-related duties as assigned and to meet all goals set and agreed upon with management.
• Retain technical knowledge and be evaluated as having the ability to perform and meet all job responsibilities to progress beyond the training period.
• Adhere to all customer vendor credentialing requirements when visiting medical facilities.
• Perform all other duties as assigned.

Requirements

• 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.
• Work flexible hours.
• Able to travel with overnight stays via automobile or air to meet customer needs or as requested by management.
• Qualify for, manage, operate, and report on use of assigned company fleet vehicle and/or assigned company rental car.
• Have a valid driver’s license.
• After one year of employment, successfully pass the Certified Flexible Endoscope Reprocessor (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.
• Independent work ethic and results attainment oriented.
• Task-oriented requiring minimal supervision once initial training is completed.
• High level of personal organization.
• High level of customer interaction and customer service support.
• Excellent communication, presentation, and interpersonal skills (including public speaking).
• Technology literate (e.g., Microsoft Outlook, Excel, Word, PowerPoint, iPhone/iPad).

Qualifications

• Associate degree and/or Surgical Technician certification/degree 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 years of field-based work experience in medical device support preferred.

Benefits

• Competitive salaries, annual bonus, and 401(k) with company match.
• Comprehensive medical, dental, and 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 (locations vary).
• Paid volunteering and charitable donation/match programs.
• Employee Resource Groups.
• Dedicated Training Resources and Learning & Development Programs.
• Paid Educational Assistance.

Pay

The anticipated base pay range for this full-time position is $26.03 - $35.14 per hour, plus potential for annual bonus (subject to plan eligibility and other requirements). This pay range represents the national average and may vary depending on the location of the individual.