Account Manager - Atlanta metro area

Surgical Instrument Service Company•Atlanta, GA

2d•Onsite

About The Position

The Account Manager serves as the primary liaison between Surgical Instrument Service (SIS) and assigned healthcare facilities. This role is responsible for building strong customer relationships, coordinating repair and service activities, delivering education and consultative support, and identifying opportunities to improve customer outcomes and further expand SIS services.

Requirements

Have a reliable vehicle to drive to and from hospitals and local shipping facilities
Work independent of direct supervision and be a proactive self-starter
Have excellent communication and interpersonal skills
Possess the ability, commitment and ambition to assume increased responsibility
Be proficient with computer, tablet, and smartphone technology
Be able to occasionally lift and carry up to 20 pounds

Nice To Haves

Maintain and develop knowledge of surgical instruments, medical terminology, surgical specialties, and perioperative workflows. A comprehensive understanding of the modalities we service (flex, rigid, power, stainless, lap)

Responsibilities

Develop and maintain strong professional relationships with hospital personnel, including SPD, OR, Endoscopy, Materials Management, and clinical leadership
Communicate to SIS about what the customer needs
Communicate to the Customer about what SIS needs from them to facilitate support
Lead and direct conversations to gain targeted outcomes in training, education and in services
Have an “improvement” mindset- always look for opportunities to help customer/company improve outcomes
Set and maintain expectations related to repairs, services, loaner equipment, and equipment sales
Provide feedback on contract performance and service utilization to identify mutual business opportunities during regular business reviews
Coordinate repair pickups, deliveries, loaner equipment, and related logistics for assigned accounts.
Coordinate on-site repair visits
Manage customer expectations regarding repair timelines, order status, loaner availability, and service capabilities
Advocate for the customer with internal SIS team
Accurately complete and submit all repair orders, shipping documentation, sales requests, and customer forms in accordance with company procedures
Utilize SISCOMS and related systems to track repairs, manage loaner requests, review reports, monitor order statuses, and maintain customer records
Follow all established procedures for rush repairs, priority requests, approvals, and customer-specific requirements
Ensure accurate proof of delivery documentation and digital signature collection
Provide formal and informal in-service education regarding proper device care, handling, inspection, testing, and transportation practices
Educate customers on SIS repair processes, turnaround times, repair categories, and service offerings.
Utilize repair trend data, Failure Trend Reports (FTR), device history reports, and customer reporting tools to identify opportunities to reduce repair frequency and severity
Coordinate and support onsite specialty services including chamber cleaning, rolling stock repair, OR table cleaning, and related operational services
Maintain and develop knowledge of surgical instruments, medical terminology, surgical specialties, and perioperative workflows. A comprehensive understanding of the modalities we service (flex, rigid, power, stainless, lap)
Support solution-based sales efforts by identifying customer pain points and recommending appropriate services or programs
Participate in customer business reviews to evaluate service utilization, operational performance, and growth opportunities
Collaborate with leadership and internal teams regarding market trends, customer feedback, and operational improvement opportunities
Clear, complete, and timely submission of all paperwork
Provide Home Office staff with all required information in a timely manner
Work closely with sales leaders and operations to monitor and improve customer experience, including providing regular status updates and client overviews
Maintain credentialing as needed for customer access (HealthTrust, Green Security, Symplr, etc)