Field Service Specialist III

3 days ago

Toronto, Canada Olympus Full time

Job Description

Under minimum daily supervision the Field Support Specialist III will install, inspect, service and repair equipment that the incumbent has been trained on. The Field Service Specialist III will provide expert level technical support on products sold and distributed by Olympus Canada Inc. The Field Support Specialist III may be assigned a mentoring role to work closely with a Level I or II Field Service Specialists to ensure effective training and development of that employee. 

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 or 2 field service specialist as necessary. Possess and maintain an expert level of knowledge and skills required to produce the highest levels of customer service support. Employee will be required to possess a subject matter expert level of technical understanding, operation and concept with endoscopy equipment, core products and ancillary products. Satisfactorily displays the competencies of the essential duties and responsibilities for the FSS Levels I and II as described in the job descriptions. Motivate and maintain individual and team momentum by supporting up line management in day-to-day operations of specific team members, teams or assigned functions. 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 six years as a Field Service Specialist, or equivalent experience. Experience in field service, project management and or sales support. Proficient in technical issue management. Demonstrated project management experience with video, computer and or electronic product installations. Experience working with and troubleshooting electromechanical / microprocessor-based products Valid Driver’s License required Ability to travel overnight (>60%) Ability to work flexible hours as required including weekends. Must always hold a valid Driver’s License that is not revoked or suspended in any state, province or other 

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. 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 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 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

Comprehensive medical benefits and pension plan

Generous Paid Vacation and Sick Time

Paid Parental Leave and Adoption Assistance

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

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: Posting Notes: || Canada (CA) || Ontario (CA-ON) || Toronto || Manufacturing & Repair

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