Field AV Service Tech 2

Locations

Dallas, TX

Up to 80% throughout the U.S., Canada, and Mexico

From the operating room to surgery centers and everything in between, KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We develop innovative devices, integrated ecosystems, and intelligent imaging technologies that help create more connected, efficient healthcare environments. As an independent, family-owned Med Tech company, we think in generations instead of quarters, dedicating ourselves to improving patient outcomes through innovation and long-term partnerships.

At KARL STORZ, we are advancing the future of the connected operating room. As an Area Performance Support Specialist II, you will serve as a technical expert responsible for supporting, troubleshooting, and optimizing our OR1 integrated operating room and network-based technology solutions. This highly visible, field-based role combines advanced technical problem solving, customer engagement, and service delivery excellence. You will support healthcare customers remotely and onsite, resolve complex system issues, collaborate with cross-functional teams, and help ensure the highest levels of system performance and customer satisfaction.

This position supports multiple regions and requires up to 80% travel across the United States, Canada, and Mexico. Flexible scheduling, including occasional evenings and weekends, may be required to meet customer needs.

• Provide advanced troubleshooting, maintenance, repair, and technical support for KARL STORZ OR1 integrated operating room solutions and network-based systems.
• Serve as a subject matter expert for complex AV, IT, software, and hardware-related issues.
• Support customers through remote service, phone support, and onsite visits to diagnose and resolve system performance concerns.
• Partner with Critical Response Teams and internal stakeholders to investigate and resolve high-priority customer incidents.
• Perform preventive maintenance, system upgrades, software configuration, and equipment modifications.
• Document service activities, project status updates, and required administrative reporting accurately and on time.
• Identify opportunities for process improvements and provide feedback on service documentation, procedures, and technical resources.
• Build strong customer relationships while supporting service contract retention and overall service excellence.
• Maintain compliance with hospital credentialing requirements, safety standards, and customer protocols.

• High school diploma, GED, or equivalent combination of education and experience.
• 5-7 years of experience supporting audio-visual, networking, integrated technology, medical device, or related technical systems.
• Advanced troubleshooting skills across AV, IT, network infrastructure, software, and hardware environments.
• Experience supporting complex customer environments and resolving high-priority technical issues.
• Strong working knowledge of Microsoft Office applications, including Outlook, Teams, Word, and Excel.
• Ability to read and interpret technical schematics, diagrams, and work instructions.
• Excellent communication skills with a strong customer service orientation.
• Valid driver s license with a satisfactory driving record.
• Ability to meet hospital credentialing requirements and maintain facility access.

• Experience supporting integrated operating rooms, healthcare technology, or hospital environments.
• Expertise with KARL STORZ OR1 systems, software, hardware, and related technologies.
• Familiarity with CAT5/6, fiber optic, coaxial, copper, and multi-conductor cabling systems.
• Experience with cable terminations, AV equipment installation, and network-connected devices.
• CompTIA A+, CTS, or other relevant AV, networking, or technology certifications.
• Knowledge of control systems, audio processing, video routing, digital signal processors, and network infrastructure.

• A customer-first mindset with a commitment to delivering exceptional service and support.
• Strong analytical and troubleshooting skills in fast-paced, high-pressure…