Field Service Specialist ll

Working Location: ONTARIO, RICHMOND HILL 

 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.

• 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.

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 minimal 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.

Why join Olympus?

Here, people matter—our health, our happiness, and our lives.
 

• Competitive salaries and annual bonus program
• Comprehensive medical benefits and pension plan
• Tuition reimbursement
• Free virtual live and on-demand wellness classes
• Work-life balance supportive culture with hybrid and remote roles
• Parental Leave and Adoption Assistance
• Diversity & Inclusion Programs including Colleague Affinity Networks

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.

Olympus Canada Inc. (OCI)—a subsidiary of Olympus Corporation of the Americas—manages the Company’s operations and workforce throughout Canada in roles such as sales, marketing, service, and support functions. Based in Richmond Hill, ON,  OCI is committed to developing our employees and supporting our local communities. For more information, visit olympuscanada.com and truetolife.com.

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.

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, provincial or local protected classification.  EOE Minorities/Females/Veterans/Disabled

Posting Notes: || Canada (CA) || Ontario (CA-ON) || Richmond Hill || Customer Service