Field AV Service Technician - Denver, CO
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.
Reasonable accommodation may be made to enable individuals with protected disabilities to perform the essential functions of this job.
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.
oMust 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.
oAs 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.
oDemonstrates responsibility in:
communicating effectively with internal and external customers;achieving excellent customer satisfaction by meeting established deadlines per SOPs and SLAs.
oExceeds in technical excellence and knowledge.
Technical ExpertiseoOperates with limited direct supervision.
oActs as a specialist in resolving complex technical issues.
oServes as a subject matter expert.
oPerforms preventative maintenance, troubleshooting, repair, equipment modifications on integration, and IT/network-based systems (KSEA and 3rd party products), including high complexity systems.
oProficient knowledge of KARL STORZ OR1 Core Product portfolio, system operations, SW/HW configuration, system troubleshooting, and service-related tasks.
oWill be assigned to investigate customer-sensitive situations and be able to navigate through complex situations.
oAbility to recognize a problem/potential problem within a high-stress environment and report to leadershipoProvides suggestions for improvement to systems.
Reviews installation work instructions and service documents.
Recommend changes to documentation when applicable.
Revenue AttainmentoUnderstands how to service customers with excellence to drive service contracts and service contract renewals.
oMust meet or exceed service revenue attainment goalsDocumentation and PaperworkoUtilizes technology (iPhone, computer, and related software and applications) to perform required administrative duties (e.
g.
timesheets) weekly, monthly, and quarterly.
oSubmit corporate documentation on time with rigor.
oComplete 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.
oResponsible 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.
oResponsible for cost-effectively managing travel and equipment expenses.
TrainingoMay be called upon to support scheduled training programs.
oAttends technicalupdate classes/training in the field, virtually or in a designated KARL STORZ site as scheduled.
Additional Requirements oGood 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.
oFlexible 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 RequiredMinimum years of relevant work
Experience:
5-10 years in a technical support role, troubleshooting AV or IP infrastructuresor 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 specialistMinimum 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 Knowledgeablein 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 metersMinimum soft skill requirements:
oExcellent, polished customer interaction skills.
Ability to communicate professionally and articulately with customersoMust be able to maintain productive working relationships and treat fellow employees with respect.
oAbility to adapt and demonstrate flexibility in dealing with changing priorities and work situations.
oAbility to document service events and complete required service documentation.
oUses patience when listening to people.
oAccurately conveys information.
oUses proper business etiquette for email and phone communication.
oResponds promptly with a high level of service.
oOpenly shares information for collaboration.
oMust be able to work cooperatively with others in a team-oriented environmentoEnergetic with a desire to learn and develop new skillsoEnsuring in providing a safe work environmentoContinuous improvement mindset.
Open to feedbackoDemonstrated ability to adhere to business processesPreferred oExpert knowledgein KARL STORZ Integrated OR1 Core product portfolio, third party devices, and peripherals/accessories.
oExpert knowledge of KARL STORZ OR1 Core Product knowledge but not limited to system operations, SW, and HW configuration.
oExpert knowledge in utilizing software in loading code and system configurations for various KARL STORZ Integrated OR1 system.
Preferred education, certifications, and/or credentials:
oCompTIA Acertification or related Audio/Video certification (CTS) or relevant technology certification / credentials III.
Essential FunctionHas contact with:
oInside and outside the company staff Physical requirement/Demands:
oPosition requires routine walking, bending, kneeling, squatting, sitting, standing, reaching, and twisting.
oMust 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 100pounds.
oMust climb ladders and work above floor height.
Must crouch, stoop, or squat to work inside or under equipment or move through low headroom spaces.
oPosition requires routine pushing, pulling, grasping, and manual dexterity in the use of hands, arms, and shoulders.
oWalking great lengths at a time and standing for extended periods.
oAble to work in tight spaces.
oPush/pull wheeled transporters and/or palletized product using up to approximately 50 lbs of force.
oWork in and around hospital personnel, sensitive medical equipment, and patients.
IV.
Core Requirements Degree of accountability:
Frequently supervised.
Degree of decision making:
Diversified Tasks.
Financial/Budgetary:
Little or no financial impact on revenues or cost.
Safety:
This is a safety sensitive job.
Quality:
Adhere to KSEA OR1 Quality RequirementsSupervision:
Does not supervise othersAuthority to Sign (not applicable for North America):
Travel:
Good driving record Up to 80% travel during the year throughout the US, Canada, and Mexicoto customer sites that include, but are not limited to:
hospitals, operating rooms, laboratories, and surgery centers.
Note for U.
S.
only:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
#LI-NM1 Recommended Skills Adaptability Administration Business Process Improvement Business Processes Construction Toolkits Control Systems Estimated Salary: $20 to $28 per hour based on qualifications.
Travel will be local when possible but it very well could be from coast to coast depending upon business needs.
Reasonable accommodation may be made to enable individuals with protected disabilities to perform the essential functions of this job.
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.
oMust 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.
oAs 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.
oDemonstrates responsibility in:
communicating effectively with internal and external customers;achieving excellent customer satisfaction by meeting established deadlines per SOPs and SLAs.
oExceeds in technical excellence and knowledge.
Technical ExpertiseoOperates with limited direct supervision.
oActs as a specialist in resolving complex technical issues.
oServes as a subject matter expert.
oPerforms preventative maintenance, troubleshooting, repair, equipment modifications on integration, and IT/network-based systems (KSEA and 3rd party products), including high complexity systems.
oProficient knowledge of KARL STORZ OR1 Core Product portfolio, system operations, SW/HW configuration, system troubleshooting, and service-related tasks.
oWill be assigned to investigate customer-sensitive situations and be able to navigate through complex situations.
oAbility to recognize a problem/potential problem within a high-stress environment and report to leadershipoProvides suggestions for improvement to systems.
Reviews installation work instructions and service documents.
Recommend changes to documentation when applicable.
Revenue AttainmentoUnderstands how to service customers with excellence to drive service contracts and service contract renewals.
oMust meet or exceed service revenue attainment goalsDocumentation and PaperworkoUtilizes technology (iPhone, computer, and related software and applications) to perform required administrative duties (e.
g.
timesheets) weekly, monthly, and quarterly.
oSubmit corporate documentation on time with rigor.
oComplete 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.
oResponsible 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.
oResponsible for cost-effectively managing travel and equipment expenses.
TrainingoMay be called upon to support scheduled training programs.
oAttends technicalupdate classes/training in the field, virtually or in a designated KARL STORZ site as scheduled.
Additional Requirements oGood 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.
oFlexible 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 RequiredMinimum years of relevant work
Experience:
5-10 years in a technical support role, troubleshooting AV or IP infrastructuresor 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 specialistMinimum 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 Knowledgeablein 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 metersMinimum soft skill requirements:
oExcellent, polished customer interaction skills.
Ability to communicate professionally and articulately with customersoMust be able to maintain productive working relationships and treat fellow employees with respect.
oAbility to adapt and demonstrate flexibility in dealing with changing priorities and work situations.
oAbility to document service events and complete required service documentation.
oUses patience when listening to people.
oAccurately conveys information.
oUses proper business etiquette for email and phone communication.
oResponds promptly with a high level of service.
oOpenly shares information for collaboration.
oMust be able to work cooperatively with others in a team-oriented environmentoEnergetic with a desire to learn and develop new skillsoEnsuring in providing a safe work environmentoContinuous improvement mindset.
Open to feedbackoDemonstrated ability to adhere to business processesPreferred oExpert knowledgein KARL STORZ Integrated OR1 Core product portfolio, third party devices, and peripherals/accessories.
oExpert knowledge of KARL STORZ OR1 Core Product knowledge but not limited to system operations, SW, and HW configuration.
oExpert knowledge in utilizing software in loading code and system configurations for various KARL STORZ Integrated OR1 system.
Preferred education, certifications, and/or credentials:
oCompTIA Acertification or related Audio/Video certification (CTS) or relevant technology certification / credentials III.
Essential FunctionHas contact with:
oInside and outside the company staff Physical requirement/Demands:
oPosition requires routine walking, bending, kneeling, squatting, sitting, standing, reaching, and twisting.
oMust 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 100pounds.
oMust climb ladders and work above floor height.
Must crouch, stoop, or squat to work inside or under equipment or move through low headroom spaces.
oPosition requires routine pushing, pulling, grasping, and manual dexterity in the use of hands, arms, and shoulders.
oWalking great lengths at a time and standing for extended periods.
oAble to work in tight spaces.
oPush/pull wheeled transporters and/or palletized product using up to approximately 50 lbs of force.
oWork in and around hospital personnel, sensitive medical equipment, and patients.
IV.
Core Requirements Degree of accountability:
Frequently supervised.
Degree of decision making:
Diversified Tasks.
Financial/Budgetary:
Little or no financial impact on revenues or cost.
Safety:
This is a safety sensitive job.
Quality:
Adhere to KSEA OR1 Quality RequirementsSupervision:
Does not supervise othersAuthority to Sign (not applicable for North America):
Travel:
Good driving record Up to 80% travel during the year throughout the US, Canada, and Mexicoto customer sites that include, but are not limited to:
hospitals, operating rooms, laboratories, and surgery centers.
Note for U.
S.
only:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
#LI-NM1 Recommended Skills Adaptability Administration Business Process Improvement Business Processes Construction Toolkits Control Systems Estimated Salary: $20 to $28 per hour based on qualifications.
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