Job Description

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

Lead the Most Complex OR Integration Support in the Field

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.

What You’ll Do

Technical Leadership & Advanced Support

• 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

Customer Experience & Revenue Impact

• 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

Documentation & Compliance

• 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

Training & Development

• Participate in ongoing technical training and product updates
• Support scheduled training programs when needed

What We’re Looking For

Required Experience

• 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

Education

• High School Diploma or GED required
• Equivalent combination of education and experience accepted

Technical Skill Requirements

You bring deep, hands‑on expertise, including:

• AV and network cabling (Coax, CAT5/6, Fiber, Copper, Multi‑Conductor)
• Cable handling, terminations, soldering, fiber terminations, and compression/crimping
• AV equipment mounting (displays, speakers, racks)
• Control systems, DSPs, amplifiers, video matrix switchers, scalers, and recording systems
• Troubleshooting Integrated OR systems
• Reading schematics and work instructions
• Proficiency with hand tools, fiber kits, and power meters
• Strong computer skills (Outlook, Teams, Word, Excel)

Professional & Soft Skills

• 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

Additional Requirements

• 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

Preferred Qualifications

• 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

Why KARL STORZ?

• Work at the forefront of Integrated Operating Room technology
• Be trusted with the most complex, high‑profile technical cases
• National reach with strong collaboration and leadership visibility
• Continuous training and professional development
• Meaningful impact on surgical performance and patient care

If you are a senior technical professional ready to lead advanced OR system support on a national scale, we encourage you to apply.

Apply today and elevate the performance of operating rooms nationwide with KARL STORZ.

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