Job Description

Working Location: ONTARIO, RICHMOND HILL

Workplace Flexibility: Hybrid

Are you looking for a company that cares about people\xe2\x80\x99s lives and health, including yours? Let\xe2\x80\x99s inspire healthier lives, together.

Olympus, a leading medical technology company, has focused on making people\xe2\x80\x99s lives better for over 100 years.

Our Purpose is to make people\xe2\x80\x99s lives healthier, safer, and more fulfilling.

Our Core Values are reflected in all we do: Integrity \xe2\x80\x93 Empathy \xe2\x80\x93 Agility \xe2\x80\x93 Unity \xe2\x80\x93 Long-Term View

We deliver on our purpose and our core values by staying True to Life.



Functioning as a key member of the Operations Team focused on overseeing, leading and managing the daily activities for Olympus Canada MSG customer service repair solutions for both internal and external customers. Ensures team is updated with current and relevant processes by guiding team to remove obstacles and challenges to providing our customers expected service levels such as utilizing our service cloud (in SFDC). Ensures through training, coaching and mentoring the team is able to achieve and maintain department service level agreements and KPIs.

Job Duties

• Utilize and enhance KPI\'s in place and CRM tools to drive department goals and customer success.
• Tracks, monitors and performs the training of new hires and new tasks to ensure comprehension of the related tasks.
• Works closely with Director of Customer Operational Excellence, Associate Manager Customer Service Sales Solutions and Technical Support Supervisor to ensure cross departmental goals are being achieved from a customer standpoint.
• Works closely with leadership to ensure that loaner fill rate is achieved same day to manage customer up time as outlined in the Service Loaner Program.
• Oversees department performance and daily activities to ensure timely completion of all internal and external customer transactions.
• Ensures all dept. staff are motivated trained and their activities are prioritized based on business direction and customers\' needs.
• Develops and implements all policies, procedures, work instructions, job aides and training consistent with quality management systems.
• Coaches and mentors all reports for performance and career path.
• Drives accountability throughout the dept. utilizing KPI methodology and bench marking.
• Remains conversant in state-of-the art aspects of consumer response systems and procedures as well as call management systems and Internet technology.
• Continues to develop managerial skills to enhance coaching and leadership within the department.
• Performs other responsibilities as assigned.

Job Qualifications

Required:

• Bachelor\'s degree or equivalent knowledge and experience in field.
• Minimum of 3-5 years\' experience working in a medical/scientific device field.
• Must have an understanding of computer systems (JDE Datasweep SFDC & Windows).
• Must have the ability to interact with internal and external customers of all levels.
• Travel required within North America as needed.

Preferred:

• Understanding of call center KPI\'s and call routing systems preferred (ex: Avaya).
• Must demonstrate strong analytical organizational and communication skills.
• Must be detail oriented and have the ability to prioritize.
• Must continually evolve profession interpersonal relationship skills to respectfully work with all levels of the organization.

Why join Olympus?

Here, people matter\xe2\x80\x94our health, our happiness, and our lives.

• Competitive salaries and annual bonus program
• Comprehensive medical benefits and pension plan
• Tuition reimbursement
• Free virtual live and on-demand wellness classes
• Work-life balance supportive culture with hybrid and remote roles
• Parental Leave and Adoption Assistance
• Diversity & Inclusion Programs including Colleague Affinity Networks

About us:

Our 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 costs, and enhance the quality of life for patients and their safety.

Olympus Canada Inc. (OCI)\xe2\x80\x94a subsidiary of Olympus Corporation of the Americas\xe2\x80\x94manages the Company\xe2\x80\x99s operations and workforce throughout Canada in roles such as sales, marketing, service, and support functions. Based in Richmond Hill, ON, OCI is committed to developing our employees and supporting our local communities. For more information, visit and .

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 .

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\xe2\x80\x99s realize your potential, together.

Olympus requires all new hires to be \xe2\x80\x9cfully vaccinated\xe2\x80\x9d against COVID-19, as defined by Health Canada or other provincial jurisdictions, on or before their first day of work.

Olympus embraces diversity and inclusion. As an Equal Opportunity Employer, our policies as well as our values prohibit unlawful discrimination based on an employee\'s or applicant\'s race, color, sex, age, physical or mental disability, national origin, religion, sexual orientation, gender identity and/or expression, marital status, genetic information, ancestry, military or veteran status, or any other federal, provincial or local protected classification. EOE Minorities/Females/Veterans/Disabled

Posting Notes: || Canada (CA) || Ontario (CA-ON) || Richmond Hill ||

Olympus Corporation