Performance Support Specialist II
About The Position
KARL STORZ is seeking a highly skilled Performance Support Specialist II to ensure the performance, reliability, and customer satisfaction of advanced integrated operating room technologies. In this field-based role, you will serve as a technical subject matter expert supporting complex audio-visual, network, and integrated OR systems across healthcare facilities. This position is ideal for an experienced AV, IT, or systems support professional who thrives on solving complex technical challenges, supporting mission-critical technology, and delivering exceptional customer service. You will work closely with customers, internal technical teams, and the Critical Response Team to troubleshoot, investigate, and resolve high-level technical issues in operating rooms and healthcare environments.
Requirements
- High School Diploma, GED, or equivalent combination of education and experience required
- 5–7 years of experience supporting AV, network, IT infrastructure, or integrated technology systems, or 2–3 years in a KARL STORZ OR1 technical role
- Strong knowledge of audio-visual systems, IP networking, hardware/software configuration, and troubleshooting
- Proficiency with cable termination techniques, including solder, crimp, compression, and punch-down connections
- Ability to read and interpret schematics, technical documentation, and work instructions
- Strong Microsoft Office skills, including Word and Excel
- Ability to meet and maintain hospital credentialing requirements
- Valid driver's license with a strong driving record and willingness to travel extensively
Nice To Haves
- CompTIA A+, CTS, or other AV/IT-related certifications
- Experience supporting integrated operating room systems or healthcare technologies
- Advanced knowledge of KARL STORZ OR1 Core platforms and associated software configurations
- Experience with fiber optic systems, control systems, DSPs, matrix switchers, and networked AV environments
Responsibilities
- Serve as a technical expert for KARL STORZ integrated OR systems, providing advanced troubleshooting, repair, and support for complex AV and network-based technologies
- Perform preventive maintenance, system modifications, software configuration, and service-related activities on KARL STORZ and third-party integrated systems
- Investigate and resolve escalated customer issues while partnering with cross-functional teams and the Critical Response Team
- Deliver exceptional customer support through onsite, remote, and telephone-based technical assistance
- Document service activities, project updates, and technical findings accurately and in accordance with SOPs and service-level agreements
- Support service contract performance, customer retention, and revenue attainment goals through world-class service delivery
- Maintain hospital credentialing requirements and ensure compliance with customer protocols, safety standards and company procedures
- Participate in technical training programs and contribute to continuous improvement initiatives
Benefits
- ongoing technical development
- career growth opportunities
- exposure to some of the most advanced medical technologies in the industry
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
