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Field Service Specialist Ll

1 month ago

Richmond Hill, Canada Olympus Corporation of the Americas Full time

**Workplace Flexibility**:Field**

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.**

Under minimum daily supervision the Field Support Specialist will install, inspect, service and repair equipment that the incumbent has been trained on. The Field Service Specialist will provide expert level technical support on products sold and distributed by Olympus Canada Inc.

**Job Duties**:

- Establish and maintain a high level of customer satisfaction with assigned products, support, and service.
- Respond to customer inquiries, maintain a good customer service reputation by complying with all regulatory requirements and all aspects of company quality system.
- Train customers on the basic operation and use of assigned products.
- Provide feedback concerning product questions, workflow issues, performance anomalies encountered in the field, and make recommendations for service improvements.
- Perform new equipment installations, upgrades, post installation testing, troubleshooting and all other aspects of technical support for all assigned products.
- Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner.
- Open communication with territory Sales Representatives.
- Provide support at conventions, trade shows and customer trial.
- Assist in the planning of Endoscopy/Surgical room video and audio cabling and other special projects as directed.
- Prepare, train and mentor level 1 field service specialists as necessary.
- Establishes, develops, or maintains field contact with key customers, clinicians and researchers, and other decision makers in assigned accounts including travel to customer facilities and onsite support. Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities.

**Job Qualifications**:
**Required**:

- Associates Degree in electronics, computer science or related technical discipline is required. Bachelor’s degree preferred.
- Minimum four years as a Field Service Specialist, or equivalent experience.
- Experience in field service, project management and or sales support.
- Demonstrated project management experience with video, computer and or electronic product installations.
- Experience working with and troubleshooting electromechanical / microprocessor-based products.
- Must be a self-starter, able to travel on short notice and work independently with mínimal supervision.
- Must be capable of multi-tasking, setting priorities and scheduling work activities.
- Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
- Basic understanding of computer systems, video, audio, and control system concepts
- Valid Driver’s License required.
- Ability to travel overnight (>60%)
- Ability to work flexible hours as required including weekends.
- High degree of personal organization.

**Preferred**:

- CompTIA Net+ or CompTIA A+ or other similar industry recognized certification is preferred
- Working knowledge of networking, hospital information systems, and DICOM or PACS systems is desirable
- Experience working with and troubleshooting video display and video routing systems is desirable
- Experienced user of Microsoft Office tools, including Excel, Word, and Power Point.
- Strong customer service skills.
- Solid working knowledge of electronics, personal computer hardware and software
- Ability to articulate technical and user needs in a concise manner easily understood by all.
- Demonstrated decision-making ability towards solving problems, and effectively communicate these solutions to co‑workers and customers
- Working knowledge of networking, hospital information systems, and DICOM or PACS systems is desirable.
- Experience working with and troubleshooting video display and video routing systems is desirable.
- Hepatitis B vaccination is recommended for employees who are at risk for exposure to blood or other bodily fluids on the job. Service responsibilities include the handling of products and equipment that may have potentially come into contact with blood or bodily fluids. OCI requires that all employees working in areas that may be exposed to these risk, either provide proof of the Twinrix (Hepatitis A and B) vaccination or sign a waiver accepting the possible risk of exposure from not being vaccinated. If you have severe allergies or ever had a severe allergic reaction to a vaccine, please seek medical advice before taking this vaccine.

**