Field AV Service Tech

KARL STORZ

5d•Onsite

About The Position

KARL STORZ is seeking a Performance Support Specialist II, a senior-level technical expert responsible for ensuring the highest performance of OR1® Integrated Operating Rooms and network-based AV/IP systems. This is a national role supporting multiple regions and partnering closely with Critical Response and leadership teams to resolve the most complex, customer-sensitive issues in high-acuity clinical environments. This role is ideal for an experienced AV, IT, or OR integration professional who thrives in high-pressure situations, enjoys solving complex system problems, and wants to be recognized as a subject matter expert within a global MedTech organization. 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.

Requirements

5–7 years in advanced technical support roles troubleshooting AV, IP, or network infrastructures OR 2–3 years in a KARL STORZ OR1 role or closely related experience
High School Diploma or GED required
Equivalent combination of education and experience accepted
Deep, hands-on expertise in AV and network cabling (Coax, CAT5/6, Fiber, Copper, Multi-Conductor)
Deep, hands-on expertise in Cable handling, terminations, soldering, fiber terminations, and compression/crimping
Deep, hands-on expertise in AV equipment mounting (displays, speakers, racks)
Deep, hands-on expertise in Control systems, DSPs, amplifiers, video matrix switchers, scalers, and recording systems
Deep, hands-on expertise in Troubleshooting Integrated OR systems
Deep, hands-on expertise in Reading schematics and work instructions
Proficiency with hand tools, fiber kits, and power meters
Strong computer skills (Outlook, Teams, Word, Excel)
Polished, professional customer communication skills
Ability to work independently with limited supervision
Adaptable, calm, and effective in high-pressure situations
Strong documentation, reporting, and follow-through
Collaborative, respectful, and team-oriented mindset
Continuous improvement mentality with openness to feedback
Ability to travel up to 80–90% across the U.S., Canada, and Mexico
Valid driver’s license with good driving record
Must meet hospital credentialing requirements
Ability to lift/move equipment as required in clinical environments

Nice To Haves

Expert knowledge of KARL STORZ OR1 Core Product portfolio
Experience loading system software, firmware, and configurations
CompTIA A+, CTS, or other AV/IT-related certifications

Responsibilities

Serve as a Subject Matter Expert (SME) for high-complexity KARL STORZ OR1 Integrated OR systems
Provide advanced troubleshooting and technical support via phone, remote service, and onsite intervention
Perform preventive maintenance, repairs, system modifications, and upgrades on integrated AV, IP, and network-based systems (KARL STORZ and third-party)
Investigate and resolve customer-critical incidents in collaboration with the Critical Response Team
Identify system risks or issues in high-stress environments and escalate appropriately to leadership
Recommend system, workflow, and documentation improvements to enhance performance and reliability
Deliver exceptional service to support service contract retention and renewals
Meet or exceed assigned service revenue attainment goals
Communicate clearly, professionally, and confidently with internal teams and external customers
Maintain accurate service documentation, reports, and timesheets using corporate systems
Submit daily project status updates and collaborate closely with project management teams
Maintain up-to-date hospital credentialing portfolios and strictly follow hospital and KARL STORZ protocols
Manage travel and equipment expenses responsibly
Participate in ongoing technical training and product updates
Support scheduled training programs when needed