ORPerformance Support Specialist II

At KARL STORZ, we take pride in helping patients through some of the toughest journeys of their lives. We are making contributions that matter. Regardless of your role, YOU improve patients’ lives every day.

Travel will be required up to 80%-90%, Mon – Fri most weeks of the year with the potential for a weekend project every 6th week. Travel will be local when possible but it very well could be from coast to coast depending upon business needs

This role will reside in NYC or Connecticut

• The Performance Support Specialist II supports product performance by performing various support duties of KARL STORZ OR1 Integrated Operating Rooms and Network-based systems.
• Serves as a Subject Matter Expert in OR systems with high complexity and serves as a higher-level support.
• Exhibits professionalism at all times by following SOPs, SLAs, and Work Instructions.
• The Performance Support Specialist II is a national role that supports multiple regions as assigned.
• Ensures market-leading performance of deployed Integrated OR AV and IP systems.
• Must work to establish themselves as technical expert with a proficient understanding of A/V and IP systems and how they interact. Must be able to troubleshoot the highest level of technical incidents.
• As a subject matter expert, this role will be called upon to support various technical inquiries, support, and questions through phone, remote service, or onsite support. This role is expected to work closely with the Critical Response Team to address or investigate highly complex issues.
• Demonstrates responsibility in communicating effectively with internal and external customers; achieving excellent customer satisfaction by meeting established deadlines per SOPs and SLAs.
• Exceeds in technical excellence and knowledge.
• Technical Expertise
• Operates with limited direct supervision.
• Acts as a specialist in resolving complex technical issues.
• Serves as a subject matter expert.
• Performs preventative maintenance, troubleshooting, repair, equipment modifications on integration, and IT/network-based systems (KSEA and 3rd party products), including high complexity systems.
• Proficient knowledge of KARL STORZ OR1 Core Product portfolio, system operations, SW/HW configuration, system troubleshooting, and service-related tasks.
• Will be assigned to investigate customer-sensitive situations and be able to navigate through complex situations.
• Ability to recognize a problem/potential problem within a high-stress environment and report to leadership.
• Provides suggestions for improvement to systems. Reviews installation work instructions and service documents. Recommend changes to documentation when applicable.
• Understands how to service customers with excellence to drive service contracts and service contract renewals.
• Must meet or exceed service revenue attainment goals.

• Utilizes technology (iPhone, computer, and related software and applications) to perform required administrative duties (e.g. timesheets) weekly, monthly, and quarterly.
• Submit corporate documentation on time with rigor.
• Complete and submit daily project status reports and deliver/communicate status reports with project management on a daily basis or at a frequency agreed upon by the project team.
• Responsible for maintaining an up-to-date hospital credentialing portfolio. Follows hospital protocols and upholds KARL STORZ standards of professional conduct when working with customers, management, and fellow employees. Utilizes customer protocols when entering and exiting facilities and abides by all KARL STORZ protocols and procedures.
• Responsible for cost‑effectively managing travel and equipment expenses.

• May be called upon to support scheduled training programs.
• Attends technical update classes/training in the field, virtually, or in a designated KARL STORZ site as scheduled.

• Good driving record and the ability to travel up to 80% throughout the US, Canada, and Mexico to customer sites that include, but are not limited to hospitals, operating rooms, laboratories, and surgery centers. Must meet hospital credentialing requirements.
• Flexible scheduling is required to…