Hybrid Specialist, Tech Support I

About the role

The Technical Assistance Center (TAC) Hybrid Specialist, Tech Support I, will utilize their cross-functional expertise in computer, network, electronics, endoscopy, and/or biomedical fields to provide phone, remote access, and email mailbox support for Olympus Medical products and services.

Responsibilities

• Answer inbound customer calls, provide remote support, and make outbound calls, as necessary.
• Provide technical support and service for all Integration customers via phone, e-mail, approved remote access and on-site interaction.
• Provide Cleaning, Disinfection, and Sterilization (CDS) guidance for all supported Medical and Endoscopy equipment.
• Use technical abilities, GI Diagnostic Equipment Knowledge, Endoscopy and Biomedical expertise to provide nationwide technical support to Field Service Engineers, Sales Representatives, internal and external customers including medical facilities.
• Investigate, diagnose, troubleshoot, and communicate all viable resolutions in response to customer calls or emails regarding Video Processors, Medical Light Sources, Endoscopes, Medical Grade Printers and Recorders, along with other products comprising Software Imaging and Integration by the Technical Assistance Center.
• Maintain solid working knowledge of popular software packages such as the Microsoft Office Suite, and become proficient in new software architectures.
• Initiate dispatch of Field Service Engineers to customer sites for onsite repair or troubleshooting as needed—only after exhausting all troubleshooting steps and escalation paths.
• Escalate any problems, needs, or ideas related to all medical, endoscopy, or related equipment and any Olympus applications software to the appropriate escalation path for further research, development, or corrective action.
• Capture customer contact information in the support database.
• Investigate and accurately document complaint inquiry issues related to corporate compliance, with an emphasis on FDA regulations, using Olympus Salesforce and Complaint Handling software.
• Collaborate with various departments regarding customer-related issues and recommendations for improvement.
• Provide timely follow-up with customers to ensure satisfactory customer resolution.
• Attend all required training classes in-house and/or online and successfully complete the required training with a minimum score of 80%.
• Write technical documentation for the internal Knowledge Base to provide technical support solutions for Field Service Engineers and Technical Support Engineers.
• Maintain the TAC Lab reference equipment daily, make necessary repairs and/or replace parts as needed, and test equipment to enable the replication of customer conditions.
• Ensure required monitoring sessions are rated at a satisfactory level, and documentation meets required standards.
• Provide after-hours technical phone assistance.

Qualifications

• Associates degree in Computer Science or Engineering in a related field (electronics, biomedical technology, information systems) or an equivalent combination of education and experience.
• Minimum of one years of technical support/customer service experience ideally working with professional highly educated customers.
• Must be able to effectively communicate over the phone to provide proper troubleshooting to identify and resolve customer issues. Should also demonstrate excellent soft skills and basic computer skills.
• Demonstrated written and verbal communication skills.
• Demonstrated high degree of personal organization, self-reliance, initiative, and creativity.
• Demonstrated ability to work as an effective and responsible team member in a corporate or educational environment to cohesively create a positive work environment.
• Demonstrate positive corporate citizenship by following corporate and department policies and protocol.
• Ability to work flexible hours as required.

Preferred

• Certification related to information systems and networking a plus.
• Experience in a technical call center a plus.
• Knowledge and/or experience in compliance regulations regarding medical products a plus.

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
• Paid volunteering and charitable donation/match programs
• Employee Resource Groups
• Dedicated Training Resources and Learning & Development Programs
• Paid Educational Assistance

Schedule

Flexible schedule with some travel requirements.

Pay

Salary range: $50,000 - $70,000 annually, depending on experience and qualifications.