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1. Service Contract (SC) management

- Provide customers with appropriate service contracts to enhance the value of services.

- Ensure the quality of on-site service activities by verifying that all items and requirements in the contract are properly and completely implemented.

2. Repair follow-up

- Responsible for managing the entire customer interaction process, including sending out and explaining technical reports. Follow up on normal repair or tender processes in collaboration with the distributor, without engaging in price negotiations. Efficiently handle equipment returns after repair and collect loaner equipment if applicable, ensuring minimal downtime.

3. On-site service activties

- Execute all on-site service activities as part of the Field Service Team’s post-sales support (including installation, training, reprocessing, preventive maintenance, and troubleshooting).

- Adhere to Olympus Global and OVN policies, maintaining the highest standards to deliver exceptional customer experiences and satisfaction.

- Provide training to customers upon request or following equipment breakdowns to ensure proper usage.

- Create and manage customer visit schedules for both regular visits and on-call troubleshooting ; Inspect equipment and promptly submit daily activity and business trip reports to the manager.

- Instruct other Field Service Engineers (FSEs) on handling on-call requests and troubleshooting for customers.

- Collaborate with the Sales Management and Marketing teams in organizing workshops, events and demonstration activities.

4. Strengthen Infection prevention (IP) Business

- Implement promotional activities for infection prevention to enhance the reprocessing environment using Automated Endoscope reprocessor (AER) and Acecide.

- Facilitate knowledge sharing among colleagues to improve effectiveness and success rates.

5. Loaner management

- Install equipment, including demo/loaner units and new systems, ensuring proper functionality before customer usage.

- Regularly inspect loaner equipment to minimize damages and repair costs.

- Verify the condition of in-house loaner/demo equipment in the workshop to ensure proper use.

6. Tool, Jig, Facilities management

- Regularly inspect tools and jigs to maintain proper and adequate supplies for smooth operations.

- Organize tools and jigs with clear identification (labels or pictures) and proper storage.

- Maintain accurate records of all activities following standard operating procedures (SOPs) and team documents.

7. Distributor collaboration

- Collaborate closely with distributors during on-site service activities to ensure seamless service implementation.

8. Bulletin, QA, QIS, FSCA, Complaint Handling

- Provide information for the Quality Information System (QIS) and handle complaint cases.

- Implement Field Corrective Actions (FCAs) promptly.

- Report Complaint Handling cases and Potential Adverse Events (PAEs) to prevent further damage or loss.

9. Meeting and Report

- Regularly report Field Service (FS) activities and situations OVN and Olympus Corporation of Asia Pacific (OCAP) management.

- Attend FS meetings to align activities and targets with plans and directives.

10. Internal Training

- Attend mandatory training sessions as assigned by the section manager.

11. Others

- Consult with customers to set up new Endoscopy rooms.

- Fulfill any additional tasks assigned by Line Managers.