Job Information
Olympus Corporation of the Americas Regional Solutions Manager in Center Valley, Pennsylvania
Working Location: Texas, Dallas; 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.
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.
Our five Core Values empower us to achieve Our Purpose:
Patient Focus, Integrity, Innovation, Impact and Empathy.
Learn more about Life at Olympus (https://www.olympusamerica.com/careers) .
**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 customer education events as required. Partner with sales team members to secure and maintain our Independent Delivery Network (IDN) business by assisting with sales/service opportunities and aggregating data regarding current IDN performance. Consistently and professionally present to IDN customers and its management to increase loyalty and a sense of partnership.
Job Qualifiations
Required:
Bachelor’s Degree in business, or science related discipline preferred, or equivalent management level, or product service experience desired.
Minimum of 5 years of experience in a management capacity with a high degree of service business acumen preferred.
Must be able to travel as needed.
Preferred:
Experience in managing service teams, remote teams, equipment repair processes, and/or medical sales support preferred.
Experience in medical devices, and medical service provider environments preferred.
Ability to understand and utilize technical information and effectively analyze and apply through actions with team and customers.
Must possess a strong work ethic with a positive outlook that fosters collaboration and open communication while also being a leader that is comfortable working independently.
Build customer and team trust through demonstrated integrity, empathy, long term view, agility, and unity.
Maintain a work environment that attracts, retains, and motivates quality team members.
Demonstrated knowledge and experience in Quality System Regulations and process control management. High degree of self-organization, motivation, and proven leadership capabilities.
Strong interpersonal skills, effective customer service capabilities, with professional and proficient verbal and written communication skills.
Proficient with Microsoft Outlook, Word, TEAMS, Powerpoint and Excel.
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
Comprehensive medical, dental, vision coverage effective on start date
24/7 Employee Assistance Program
Free live and on-demand Wellbeing Programs
Generous Paid Vacation and Sick Time
Paid Parental Leave and Adoption Assistance*
12 Paid Holidays
On-Site Child Daycare, Café, Fitness Center**
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
*US Only
**Center Valley, PA and Westborough, MA
Are you ready to be a part of our team?
Learn more about our benefit and incentives (https://www.olympusamerica.com/careers/benefits-perks) .
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 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.
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:
As a Federal Contractor, Olympus is committed to ensuring our hiring process is accessible to everyone. If you need an accommodation in order to complete the application or hiring process, please contact Olympus via email at OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).
Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || Commercial Operations