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Field AV Service Technician - Kalamazoo, MI

Company: KARL STORZ Endoscopy - America
Location: Kalamazoo
Posted on: October 10, 2021

Job Description:

Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 11790

Pay Grade: US-B11


KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

Travel will also be required up to 70-80%, 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 one of the following cities/states - Grand Rapids, MI, Ann Arbor, MI, Detroit, MI

I. Job Purpose and Core Tasks

The Performance Support Specialist II supports product performance by performing various support duties of audio-visual and network-based integrated systems within a medical operating room environment. 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. Supports a specified geographic region and/or other regions as assigned. Must reside in approved geographical location.

Ensures market-leading performance of deployed AV and IP systems.

  • Must work to establish themselves as technical expert, 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 3 rd 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.

Revenue Attainment
  • Understands how to service customers with excellence to drive service contracts and service contract renewals.
  • Must meet or exceed service revenue attainment goals

Documentation and Paperwork
  • 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 in a frequency agreed upon by the project team.
    • Responsible for maintaining 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.

Additional Requirements
  • 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.
  • Flexible scheduling may be required to accommodate customer needs. This may include working outside of an 8:00 AM to 5:00 PM workday. May be required to work evening, early morning, or weekend shifts as needed to complete projects.

II. Minimum Knowledge, Education, and Skill Requirements


Minimum years of relevant work experience: 5-10 years in a technical support role, troubleshooting AV or IP infrastructures or 2-3 years as a KARL STORZ OR1 Technician or similar internal role

Minimum education, certifications and/or credentials: High School Diploma or GED or equivalent combination of education and relevant experience, meets or exceeds Technical Goal Guidelines set for a high-level performance support specialist

Minimum hard skill requirements (Technical Goal Guidelines):

Proficient understanding of Cable Terminations: ability to perform Solder, Crimp, Compression, and Punch-Down connections for audio, video, network, control, and power devices

Proficient understanding of Cable Media: the ability to distinguish Coax, Mini-Hi- Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic Cabling

Proficient understanding of Cable Handling: ability to maintain proper cable pull techniques

Rack and Field Termination: ability to maintain uniform cable dressing and secure system connections

Able to mount AV equipment such as wall displays and speakers

Knowledgeable in control systems, audio consoles, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders

Knowledgeable in troubleshooting AV or KARL STORZ Integrated OR systems.

Strong computer skills with proficiency in Microsoft Office, including Word and Excel.

Able to read and understand work instruction and schematics

Proficient in using applicable hand tools, fiber termination kits, and power meters

Minimum soft skill requirements:
  • Excellent, polished customer interaction skills. Ability to communicate professionally and articulately with customers
  • Must be able to maintain productive working relationships and treat fellow employees with respect.
  • Ability to adapt and demonstrate flexibility in dealing with changing priorities and work situations.
  • Ability to document service events and complete required service documentation.
  • Uses patience when listening to people.
  • Accurately conveys information.
  • Uses proper business etiquette for email and phone communication.
  • Responds promptly with a high level of service.
  • Openly shares information for collaboration.
  • Must be able to work cooperatively with others in a team-oriented environment
  • Energetic with a desire to learn and develop new skills
  • Ensuring in providing a safe work environment
  • Continuous improvement mindset. Open to feedback
  • Demonstrated ability to adhere to business processes


  • Expert knowledge in KARL STORZ Integrated OR1 Core product portfolio, third party devices, and peripherals/accessories.
  • Expert knowledge of KARL STORZ OR1 Core Product knowledge but not limited to system operations, SW, and HW configuration.
  • Expert knowledge in utilizing software in loading code and system configurations for various KARL STORZ Integrated OR1 system.

Preferred education, certifications, and/or credentials:
  • CompTIA A+ certification or related Audio/Video certification (CTS) or relevant technology certification / credentials

III. Essential Function
  • Inside and outside the company staff

  • Position requires routine walking, bending, kneeling, squatting, sitting, standing, reaching, and twisting.
  • Must perform work from floor level to above shoulder height. Must routinely lift/lower/carry 1 to 35 pounds, lift/lower 36 to 49 pounds and lift/lower 50 to 100+ pounds.
  • Must climb ladders and work above floor height. Must crouch, stoop, or squat to work inside or under equipment or move through low headroom spaces.
  • Position requires routine pushing, pulling, grasping, and manual dexterity in the use of hands, arms, and shoulders.
  • Walking great lengths at a time and standing for extended periods.
  • Able to work in tight spaces.
  • Push/pull wheeled transporters and/or palletized product using up to approximately 50 lbs of force.
  • Work in and around hospital personnel, sensitive medical equipment, and patients.

IV. Core Requirements

Authority to Sign (not applicable for North America):

Travel: Good driving record Up to 80% travel during the year throughout the US, Canada, and Mexico to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers.


Vaccine requirements at KARL STORZ due to COVID-19
KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.

Employee Benefits Program Overview for U.S. Locations
  • Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*
  • 3 weeks' vacation, 10 holidays plus paid sick time*
  • 401K retirement savings plan providing a match of 60% of the employee's first 6% contribution
  • Section 125 Flexible Spending Accounts
  • Life, STD, LTD & LTC Insurance
  • Tuition reimbursement of up to $5,250 per year
  • Fitness reimbursement up to $200 annually
  • Employee referral program of up to $2,000 per hire
  • And much more!

*Field sales, internships and part-time employees are not eligible except for where required by state law.
Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.

KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures.

Equal Employment Opportunity & Reasonable Accommodation Statement
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at TaleoAdministrator@karlstorz.com.

Notice to Employment Agencies
This recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.

Keywords: KARL STORZ Endoscopy - America, Kalamazoo , Field AV Service Technician - Kalamazoo, MI, Other , Kalamazoo, Michigan

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