Associate Service Consultant (Bartlett, TN)

Working Location: TENNESSEE, BARTLETT 

Workplace Flexibility: Hybrid

 

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​

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Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

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Our five Core Values empower us to achieve Our Purpose: 

 

Patient Focus, Integrity, Innovation, Impact and Empathy. 

 

Learn more about Life at Olympus.

 

 

Job Description

The Associate Service Consultant supports the customer contact functions for the initiation of the repair event, including service order creation, repair approval, data entry, report generation, processing of advance replacement requests, and customer outreach for information relating to complaint handling and reprocessing validation. The Associate Service Consultant works with a high level of customer focus and interaction and requires that all responsibilities be completed with a necessary sense of urgency to meet our quality, cost, and delivery goals. The Associate Service Consultant works proactively with internal and external customers to maximize the customers investment in Olympus equipment. Following the successful completion of technical, product and process training the Associate Service Consultant will serve as a liaison between Olympus and our customers for repairs performed at Olympus Service Centers. To ensure the highest quality of customer service, the Associate Service Consultant requires a high level of interaction with customers as well as with employees of OSTA and LAD entities.

Job Duties

• Prioritize and manage work to consistently meet/exceed production and customer satisfaction metrics. Manage the daily Work-in Progress (WIP) for orders in CDS (clean, disinfect, sterilize) and Biohazard states using Datasweep and PowerBI reports to ensure timely resolution of service orders delayed in the Incoming operation.
• Obtain and process approvals for advance replacements. Provide repair costs in the event of a billable service event. Clearly and succinctly describe the repair recommendations and options. Provide detailed notes to include all conversations and actions taken with customers.
• Notify the appropriate personnel to launch the repair after receiving approval. Act in accordance with the customer’s request, including the return of an instrument that is not repaired, if necessary.
• Ensure customer provides the required documentation and agrees to the required loaner access fees prior to processing requests for loaner shipments. Processes loaner requests as requested. Ensures the completed documentation is saved for future reference. Responds to inquiries surrounding the shipment of loaner assets.
• Initiate service RMA upon customer request. Provide customer with the necessary documentation to facilitate the return of the device in need of repair.
• 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.
• Provide backup to other Olympus facilities as part of Disaster Recovery.
• Escalate customer service issues to department leads and/or management.
• Perform other duties as assigned by the department lead and/or management.

Job Qualifications

Required:

• Associate Degree or equivalent knowledge in technical/electronic field is preferred
• Minimum of two years’ experience in customer/technical service, or related field

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 and 401(k)* with company match