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Tech Support Engineer I

Company: Olympus Corporation of the Americas
Location: Center Valley
Posted on: November 19, 2021

Job Description:

Working Location: PENNSYLVANIA, CENTER VALLEY
Are you looking for a company that cares about people's lives and health, including yours? At Olympus, we help make people's lives healthier, safer and more fulfilling, every day.

Let's inspire healthier lives, together.
Job Description The Technical Support Engineer I maintains responsibility for all facets of providing centralized Customer support concerning all Medical Systems Group electronic, video, computer and network products to OAI customers, Sales Representatives, Field Service Engineers (FSEs), and other related departments.
Job Duties In a typical day, you will:
* Use technical abilities, diagnostic equipment knowledge, computer and network knowledge, endoscopy and biomedical expertise to provide nationwide technical support to the field service engineers, sales representatives, and all other customers.

* Investigate, diagnose, troubleshoot, and communicate all viable resolutions in response to customer calls or emails regarding video processors, medical light sources, 4K (as well as HD and 3D) monitors, endoscopes, insufflators, medical imaging software, medical grade printers and DVR's, integrated video routing, along with the other products that comprise the entire range of medical products and/or computer software and networking related products supported by the Technical Assistance Center.

* Provide cleaning, disinfection, and sterilization (CDS) guidance for all supported medical and endoscopy equipment.
* Solid working knowledge of computers, common computer hardware, familiarity with healthcare and HL 7/DICOM workflow a plus.
* Solid working knowledge of popular software packages such as the Microsoft Office suite, as well as ability to learn and become proficient in new software architectures.

* Initiate dispatch of Field Service Engineers to customer's sites for onsite repair or troubleshooting as needed only after exhausting all troubleshooting steps and escalation paths.

* Investigate and accurately document complaint issues related to compliance with emphasis on FDA regulations using Olympus SAP and EtQ complaint handling software.

* Escalate any problems, needs, or ideas related to all medical, endoscopy, or related equipment and any Olympus applications software to the appropriate escalation path for further research, development, or corrective action. Provide 24/7 technical support on a rotating basis as required for service contract customers.

* Attend all required training classes in house and/or online and successfully complete the required training with a minimum score of 80%.

* Maintain the test/reference equipment rack daily, make necessary repairs and/or replace test equipment to enable the replication of customer conditions.

* Assist in training new TAC Engineers as requested on technical support and business processes.

* Ensure that required monitoring sessions are rated at a satisfactory level.
Job Requirements REQUIRED QUALIFICATIONS
* Minimum of an Associate's degree in a related field (electronics, biomedical technology, information systems) with a minimum of one year experience in electronic, biomedical or information systems/networking field. One year of experience can be substituted by electronic, biomedical and/or information systems/networking related certification, or a Bachelor's degree in these areas.

PREFERRED QUALIFICATIONS
* Certification related to electronics, biomedical engineering and/or information systems/networking.
* Experience in a technical call center a plus with demonstrated written and verbal communication skills.
* Must be able to effectively communicate over the phone to provide proper troubleshooting to identify and resolve customer issues, while demonstrating excellent soft skills and basic computer skills.
* Knowledge and/or experience in compliance regulations regarding medical and/or endoscopy products a plus.
* Demonstrated high degree of personal organization, self-reliance, initiative and creativity.
* Ability to work under pressure and work flexible hours.
* Demonstrated ability to work as an effective and responsible team member in a corporate or educational environment to cohesively create a positive work environment.
* Demonstrate positive corporate citizenship by following corporate and department policies and protocol.
* Ability to be receptive to both positive and negative feedback in order to improve work habits and workflow.
We realize work isn't just a job to you.
It's a big part of your life, but not the only part. That's why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks - so you can be ready for where life can take you.
Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people's lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.
Olympus' 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 overall costs, and enhance the quality of life for patients. Olympus' Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.
Olympus...True To You. True To Society. True To LIFE.
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.
Posting Notes: -- United States (US) -- Pennsylvania (US-PA) -- Center Valley --

Keywords: Olympus Corporation of the Americas, Bethlehem , Tech Support Engineer I, Engineering , Center Valley, Pennsylvania

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