Regional Solutions Manager

Job Description

The Regional Solutions Manager leads a field team of Endoscopy Support Specialists (ESS), delivering expert repair prevention strategies and cleaning/disinfection/sterilization education to Olympus customers. The role is responsible for ensuring team adherence to established policies and procedures while driving customer satisfaction, reducing contract costs, and closely collaborating with customers and sales team members across Olympus business units.

Job Duties

• Team Leadership & Development: Lead and develop ESS team members to consistently exceed performance objectives through comprehensive training and skill development. Drive continuous improvement through regular performance monitoring, including service case audits, customer feedback, and field assessments. Ensure strict adherence to company policies, ISO 13485 requirements, and FDA QSR standards through systematic review of field service documentation and quality metrics. Proactively manage team performance against contract requirements and implement corrective actions as needed.
• Operations Management: Direct ESS team's daily field operations to ensure efficient scheduling, compliant service delivery, and accurate documentation. Drive contract renewals and customer satisfaction through effective implementation of service campaigns and new product initiatives. Maintain rigorous adherence to Olympus' Quality Management Systems, ensuring all team activities and documentation meet established standards and requirements.
• Business Development & Service Excellence: Partner with sales, service management, and corporate teams to drive business growth and resolve service challenges. Track and analyze ESS team performance metrics, customer usage patterns, and business objectives to optimize service delivery. Champion process improvements and cost-efficiency initiatives that enhance team capabilities and service quality.
• Customer Relations & Value Creation: Lead team in delivering exceptional customer support through targeted education programs and well-delivered service business reviews. Collaborate with sales teams to secure and retain service contracts by leveraging performance data and demonstrating clear value propositions. Build and maintain strategic relationships with key stakeholders through professional presentations and consistent engagement that showcases Olympus service excellence. Utilize critical thinking and job knowledge to investigate and resolve customer or sales escalations in a manner that objectively resolves the situation.
• Strategic Planning: Support upline management and corporate partners in establishing goals, objectives, projects, and strategies that contribute to positive business results.

Job Qualifications

• Required:
• Associates degree required.
• Minimum of 5 years’ experience in service operations, training, customer account management roles and or Supervisory experience.
• Experience in healthcare, medical device, or comparable service industries.
• Valid driver's license and ability to travel up to 25%.
• Vendor credentialing required.
• Must possess a strong work ethic with a positive outlook that fosters collaboration and open communication while also being a leader that is comfortable working independently.
• Strong interpersonal skills, effective customer service capabilities, with professional and proficient verbal and written communication skills.
• PREFERRED:
• Bachelor’s Degree in Business, Engineering, Life Sciences, Medicine or related field.
• Minimum of 3 years of experience in a management capacity with a high degree of service business acumen.
• Experience in managing service teams, remote teams, equipment repair processes, and/or medical sales support.
• Experience in medical devices, and medical service provider environments.
• Demonstrated knowledge and experience in Quality System Regulations and process control management.
• High degree of self-organization, motivation, and proven leadership capabilities.
• Proficient with Microsoft Outlook, Word, TEAMS, Powerpoint and Excel.

Benefits

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture. Equitable Offerings include 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, Work-life integrated culture that supports an employee centric mindset, onsite, hybrid and field work environments, paid volunteering and charitable donation/match programs, Employee Resource Groups, dedicated Training Resources and Learning & Development Programs, and Paid Educational Assistance.*

At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.

For more information, visit www.olympusamerica.com/careers.

Let’s realize your potential, together.