Job Information
Olympus Corporation of the Americas Tech Support Engineer I in Center Valley, Pennsylvania
Working Location: PENNSYLVANIA, CENTER VALLEY
Workplace Flexibility: Hybrid
Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.
Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.
Our Purpose is to make people’s lives healthier, safer, and more fulfilling.
Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View
We deliver on our purpose and our core values by staying True to Life.
**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 Reprocessors, 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), One year experience OR a Certificate in a related field (electronic or mechanical technology or computer science equivalent experience) and two years experience repairing and or troubleshooting electrical or electromechanical equipment.
Individual must be able to work independently, work well under pressure and work flexible hours as required.
Preferred:
Experience in telephone support a plus.
Extensive user experience with personal computers and working knowledge of popular software packages such as MSOffice etc.
Strong communication skills both written and verbal.
Knowledge of electronic and video systems.
Knowledge of medical instrumentation, hospital equipment systems a plus.
High degree of personal organization.
Ability to interact with field personnel management and customers and keep the continuity of conversation with your audience (adjust level of technical speak with a range of customer experience).
Experience answering inbound technical support customer calls a plus.
Biomedical experience a plus.
Individual must possess a high degree of self-reliance, initiative and creativity.
Why join Olympus?
Here, people matter—our health, our happiness, and our lives.
Competitive salaries, annual bonus and 401(k)* with company match
Comprehensive Medical, Dental, Visions coverage effective on start date
24/7 Employee Assistance Program
Free virtual live and on-demand wellness classes
Work-life balance supportive culture with hybrid and remote roles
12 Paid Holidays
Educational Assistance
Parental Leave and Adoption Assistance
Volunteering and charitable donation match programs
Diversity & Inclusion Programs including Colleague Affinity Networks
On-Site Child Daycare, Café, Fitness Center**
*US Only
**Limited locations
We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at https://www.olympusamerica.com/careers/benefits-perks .
About us:
Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.
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 www.olympusamerica.com .
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