Regional Solutions Manager

Working Location: Texas, Dallas; Colorado, Denver; Texas, Austin; Texas, Corpus Christi; Texas, Fort Worth; Texas, Houston; Texas, San Antonio 

Workplace Flexibility: Field

 

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.

 

**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

This position is responsible for managing regional field support services by Endoscopy Support Specialists (ESS), and supporting service management with service planning and service leadership. Management objectives include promoting Olympus service offerings, maintaining customer satisfaction, reducing repair consumption for contract accounts, and maintaining contract renewals. Attaining these objectives requires coordinated efforts with various groups within Olympus, both internal and external to the Service Division. Promote a positive working environment with a unified approach to serve our customers effectively, and profitably.

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 Duties

• Strategic Planning and Cost Control: Maximize regional team resources and activities of assigned MBOs to achieve service division goals. Manage and control team member expenses and assigned learning objectives. Analyze trends, KPIs and key issues that impact business results and accuracy of service deliverables.
• Management of Staff: Ensure that ESS staff members are trained to perform their duties with all required knowledge and skills. Lead direct and assist the regional team to consistently meet or exceed overall performance objectives. Review customer contract performance and assign staff actions as required. Routinely identify and prioritize areas for continuous improvement with team members through service case audits, customer satisfaction feedback and ride along visits. Ensure regional team compliance with company policies and all applicable regulations. Regular periodic auditing of reported activities via Field Service Reports and associated standardized checklists as measured by company policies procedures ISO 13485 and FDA QSR standards.
• Operations: Oversee daily activities of ESS team to ensure effective field scheduling and appropriate and compliant customer service is consistently delivered and properly reported. Ensure achievement of contract renewal support, customer satisfaction, new product launches and service campaigns are completed correctly. Submit all required documentation in a prompt manner and ensure that all relevant work instructions are followed as defined by Olympus’ Quality Management Systems.
• Sales & Service Support: Work collaboratively with sales team members, service management, and corporate teams to support incremental business or resolve service issues. Manage team to adhere to performance parameters that report on ESS activities, customer consumption trends, and MBO activities. Support process improvement and performance increasing cost initiatives and activities to develop ESS team and our service deliverables.
• Customer Relations: Ensure team members deliver customer support to meet or exceed expectations. Schedule and offer cus