• Service Consultant

    Olympus Corporation of the AmericasMemphis, TN 38184

    Job #969447851

  • Job Duties::

    In a typical day, you will:

    • Prioritize and manage work to consistently meet exceed production and customer satisfaction metrics.

    • Ensure that turnaround time requirements are met.

    • Manage the daily Work in Progress (WIP) using Datasweep and Business Objects reports to ensure the timely delivery of repaired endoscopes electronic units and identify and resolve service orders that are delayed in process.

    • Assist with investigating User Requests for service.

    • Ensure that the User Request for each service order is thoroughly addressed.

    • Review all supporting documents that accompany each scope electronic unit during the repair process.

    • Make outbound calls to the customer if more information about their request is required or direct that task to a Technician (applicable outside the NSC), if necessary.

    • Review the Service Order and consult with other Service Consultants, Lead or Senior Technicians, Supervisors, Regional Service or Production Managers to ensure their ability to discuss the repairs should the customer have questions or concerns.

    • Perform a thorough technical review and analysis of the scope and the Quality Inspection Results (QIR).

    • Review the instrument history to identify all of the scope's conditions and factors, including age, prior repairs, possible warranty disposition, or possible trade in opportunity.

    • Consult with appropriate technical staff to gain additional technical information about prior or proposed repairs, as necessary.

    • Use a consultative approach with the customer when discussing their account profile, scope population, volume of procedures, repair history, reprocessing methods, QIR findings, photographs and recommended repairs.

    • Work with customers to obtain and process repair approvals.

    • Provide repair costs and other technical information to support the approval process.

    • Provide detailed notes to include all conversations and action taken with customers and or other Service Centers.

    • In conjunction with Technical Staff, Quality Assurance, and Regulatory Affairs, coordinate investigations to ensure timely analysis, coding and repair of scopes.

    • Ensure that all Complaints are moved to Regulatory Affairs for further investigation and complete follow up to ensure timely analysis and communication with the customer.

    • Update the service order and notify the appropriate personnel to launch the repair after receiving approval.

    • Ensure that all Discrepant Material Notices (DMNs) are processed properly.

    • Coordinate with NSC on DMNs issued for repairs (as applicable) and involved management if required.

    • Support required processes for the Discrepant Materials Notices (DMNs) and Quality System.

    • Communicate with Olympus service personnel in a thorough and professional manner to complete investigation and resolution.

    • Support other Service Centers with their inquiries and investigations, as necessary.

    • Investigate and resolve invalids: scopes with instrument histories that have incorrect model serial numbers and instrument ownership.

    • Communicate with appropriate Olympus personnel and customers to verify system is updated with correct information.

    • Investigate and process approved credits and rebills.

    • Identify appropriate trade in opportunities and communicate with the Sales Rep according to policy.

    • Provide back up to other Olympus facilities as part of Disaster Recovery.

    • Provide overflow support to other locations as necessary.

    • Make appropriate judgments with regard to service courtesy discounts (escalate as required), repair and factory warranties.

    • Minimize discounting by providing excellent customer communications and service.

    • Perform all other duties as assigned.

    Job Requirements::

    REQUIRED QUALIFICATIONS:

    • Minimum 1 year of experience in an Associate Service Consultant capacity OR Minimum 3 years of experience in customer technical service, or related field preferred.

    PREFERRED QUALIFICATIONS:

    • Minimum Associate's degree or equivalent experience in technical electronic field is preferred.

    • Demonstrated proficiency in understanding and effectively speaking to the technical aspects of the endoscope electronics equipment as acquired through hands on training.

    • Ability to use computers and corporate business software.

    • Ability to learn additional applications as required to support the business Strong organization, prioritization and investigation skills.

    • Ability to multi task in a challenging environment.

    • Ability to exercise proper judgment and conduct one self and work in a positive, professional and cooperative manner.

    • Must be self-motivated and committed to providing excellent customer service, both as part of a team and individually.

    • Must demonstrated excellent written and verbal communication skills for listening, understanding, problem solving and taking appropriate action.

    We realize work isn't just a job to you.

    It's a big part of your life, but not the only part. That's why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks - so you can be ready for where life can take you.

    Job Description:

    Are you looking for a company that cares about people's lives and health, including yours? At Olympus, we help make people's lives healthier, safer and more fulfilling, every day. We're currently looking for Service Consultant to join us in our Bartlett, TN or San Jose, CA areas.

    Let's inspire healthier lives, together.

    To ensure the highest quality of customer service, the Service Consultant contacts the customer to obtain repair approvals on their instruments by providing estimated repair costs and technical details regarding required repairs or alternative options. To best serve our customers, the Service Consultant must maintain sufficient technical knowledge of current and newly introduced products and associated repairs. The Service Consultant works directly with the customer to review and discuss the recommended repair, including technical details, alternative options and opportunities to prevent repairs in the future. The Service Consultant has a high level of interaction with customers as well as with employees of OMES, OAI and OSIA, and requires that all responsibilities be carried out with a necessary sense of urgency in order to meet our Quality, Cost and Delivery goals. The Service Consultant also works proactively with the customer and sales organization to maximize the customer s investment in Olympus equipment.

    About Us:

    At Olympus, we put a lot of good back into the world, and what we do really matters. We are committed to making people's lives healthier, safer and more fulfilling every day by crafting innovative optical and digital solutions in medical technologies, microscopy, industrial solutions, cameras, and audio recorders.

    We view our relationship with and commitment to our employees with the same passion. Everything we do at Olympus is a reflection of our vision, and everyone here helps to make it a reality. We're invested in our employees, great ideas, and how they impact the communities around us. We see the world through multiple lenses and come together to find the right answers; the best solutions.

    THAT'S OLYMPUS.

    TRUE TO YOU. TRUE TO SOCIETY. TRUE TO LIFE.

    Olympus America Inc at ~~~/

    Olympus embraces diversity and inclusion. As an Equal Opportunity Employer, our policies as well as our values prohibit unlawful discrimination based on an employee's or applicant's race, color, sex, age, physical or mental disability, national origin, religion, sexual orientation, gender identity and/or expression, marital status, genetic information, ancestry, military or veteran status, or any other federal, state or local protected classification. EOE Minorities/Females/Veterans/Disabled

    Company URL:

    Olympus America Inc at ~~~/

    Posting Locations:

    Tennessee, Bartlett

    Posting Title:

    Service Consultant

    Job Family:

    Product Support

    Work Location:

    San Jose OAI

    Auto req ID:

    5214BR

    5214BR

    Olympus is an Equal Opportunity Employer, and our policies prohibit unlawful discrimination based on an employee's or applicant's race, color, sex, age, physical or mental disability, national origin, religion, sexual orientation, gender identity and/or expression, marital status, genetic information, ancestry, military or veteran status, or any other federal, state or local protected classification.

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