Olympus

Primary Purpose

Olympus Medical Indonesia (OID) is committed to delivering exceptional customer experiences by maximizing uptime, optimizing budget management, ensuring stress-free interactions, and providing comprehensive operational support.

Field Service Engineers (FSE) play a critical role in achieving these goals by providing front-line support, technical expertise, and excellent service.

Key Accountabilities

Distributor Support & Collaboration:

• Provide technical guidance, training, and mentorship to our distributor's FSE team on Olympus products, including installation, maintenance, troubleshooting, and repair procedures.
• Conduct joint service calls with distributor FSEs to observe, provide real-time support, and ensure best practices are followed.
• Assist in the development and implementation of service training programs for distributor FSEs.
• Collaborate with our distributor to identify and address service-related challenges and implement corrective actions.

Technical Expertise and Problem-Solving

• Perform on-site repairs, inspections, and maintenance of Olympus products, ensuring optimal functionality and patient safety.
• Diagnose issues efficiently and provide proactive solutions to minimize equipment downtime.
• Collect malfunctioning equipment and provide loaner products or temporary solutions as needed.

Customer Engagement, complaint handling and Support

• Regularly visit healthcare facilities to build relationships, provide support, and gather feedback.
• Conduct training sessions for hospital staff on equipment handling, maintenance, and prevention of malfunctions.
• Present and explain service contract options, renewals, and related offerings to customers.
• Document complaints from customer collaborating with Quality affairs team
• Collaborate internally with respective Olympus member include assigned distributor to manage complaint from customers for quality management

Operational Excellence

• Adhere to and promote Olympus' quality management processes, focusing on continuous improvement and compliance with regulations.
• Manage service requests and complaints professionally, always prioritizing patient safety and customer satisfaction.
• Collaborate internally with Olympus colleagues and distributors to ensure seamless complaint resolution.
• Establishing field service team at Olympus Medical Indonesia collaborating with distributor to ensure customer satisfaction and patient safety.

Inherent Requirements

Formal Qualifications

• Mandatory: Associate or Bachelor's Degree in Electrical Engineering, Mechanical Engineering, Automotive Engineering.
• Preferred: Certifications in medical device repair or equivalent.

Experience

• Mandatory: Minimum 3 years in technical service, field service, or related roles, ideally within the medical device or healthcare technology industry.
• Preferred: Experience with endoscopic systems, imaging devices, or surgical equipment.

Key Skills / Core Competencies

• Strong troubleshooting and diagnostic skills, with the ability to analyze technical problems and develop practical solutions under pressure.
• Excellent verbal and written communication skills in English.
• Excellent in interpersonal skills for customer service and engagement
• Customer-focused mindset with the ability to build rapport and maintain long-term relationships.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Familiarity with ticketing systems for managing service requests.