Job Description

Working Location:  PENNSYLVANIA, CENTER VALLEY  

Workplace Flexibility:  Hybrid

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​

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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.

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Our five Core Values empower us to achieve Our Purpose: 

Patient Focus, Integrity, Innovation, Impact and Empathy. 

**Please note: All correspondence will be sent from our Olympus domain (@Olympus.com). If you receive correspondence from an entity other than @Olympus.com, it is likely not legitimate.

Job Description

Responsible for all facets of providing centralized Technical Customer support concerning all Medical equipment. This includes support of Automated Endoscope Re-processors, electronic video processors and platforms, personal computer, and network products to Olympus customers, Sales Representatives, Field Service Engineers (FSEs), Endoscopy Support Specialists, and other related departments. 

Job Duties

• Answer inbound customer calls and make outbound calls as necessary. Investigate and resolve issues, and problems concerning all medical products; create or update cases in Salesforce and enter information in department database to permit generation of accurate reports regarding frequency of incidents and costs of repairs. 
• Provide nationwide technical support to Field Service Engineers, Sales Representatives, Customer Service Representatives, and Customers. Provide 24/7 technical support on a rotating basis as required. Prepare and disseminate technical material to both internal and external Olympus Customers. Diagnose and troubleshoot the entire range of company electronic video and computer related products in response to customer calls, or e-mails. 
• Dispatch Field Service Engineers to customers for onsite repair as needed after determining the nature of the problem and the probable extent of repairs. Maintain the equipment lab used to replicate customer equipment phenomenon and conditions. Provide supplemental field support as required. Perform other related duties as assigned. Establish & maintain partnership with all Field Service Engineers, Sales Representatives, and Management to support defined business requirements and drive customer satisfaction. Responsible for the creation, and maintenance of Salesforce cases. Ensure integrity of data provided (prior to entry). Internal Department Support: Work with external departments as applicable to monitor product issues. Support other related departments (i.e., software, regulatory etc.) as required to drive customer satisfaction. 
• Training & Development:
  • Successful completion of all training and certification Programs (Certification Defined as 80% or higher). 
  • Product Training 
  • Soft Skills 
  • Cross Training (Medical Products & Software Products). 
  • On Going Certifications. 
• Will receive call monitoring sessions each month as well as Service Case audits in Salesforce. Other training as required. Perform other related duties as assigned. 

Job Qualifications

Required:

• Minimum of an associate’s degree in a related field (electronic or mechanical technology or computer science) and one year of experience, or a Certificate in a related field and two years of experience repairing and/or troubleshooting electrical or electromechanical equipment.
• Extensive user experience with personal computers and working knowledge of popular software packages such as MS Office; Word, Excel, Outlook, Teams.
• Strong communication skills, both written and verbal.
• High degree in personal organization and time management.
• Ability to interact with field personnel, management, and customers, and adjust the level of technical speaking based on the audience’s experience.
• Professionalism, including cooperation and participation as an effective team member, positive corporate citizenship, and adherence to company policies and protocols.

Preferred:

• Experience in telephone support. Call Center, answering inbound technical support customer calls.
• Knowledge of electronic and video systems (troubleshooting, installation, preventive maintenance).
• Knowledge of medical instrumentation and hospital equipment systems.
• Biomedical electronic repair experience.
• Ability to work independently, under pressure, and flexible hours as required.
• Receptive to positive and constructive feedback from management.

Why join Olympus?

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

Equitable Offerings you can count on:

• 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**

Connected Culture you can embrace:

• Work-life integrated culture that supports an employee centric mindset

• Offers onsite, hybrid and field work environments

• Paid volunteering and charitable donation/match programs

• Diversity Equity & Inclusion Initiatives including Employee Resource Groups

• Dedicated Training Resources and Learning & Development Programs

• Paid Educational Assistance

*US Only

**Center Valley, PA and Westborough, MA

Are you ready to be a part of our team?

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 than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.

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.

Applicants with Disabilities:

As a Federal Contractor, Olympus is committed to ensuring our hiring process is accessible to everyone. If you need an accommodation in order to complete the application or hiring process, please contact Olympus via email at OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || Customer Service  

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