Director, Technical Services
5 days ago
Join Our Team and Drive Exceptional Customer Service
KARL STORZ is seeking an experienced Director, Technical Services to lead our contact center in delivering expert support to internal and external customers. As a key member of our leadership team, you'll oversee the daily operations of our Technical Services department, driving continuous improvement and exceptional customer service as a market differentiator.
Responsibilities:
- Lead a team of 12, providing guidance and support to ensure effective, timely responses to customer inquiries
- Collaborate with cross-functional teams (sales, marketing, product management, engineering) to manage escalated issues and implement process improvements
- Develop and implement department SOPs, Work Instructions, and service level objectives
- Analyze call center analytics and data to inform commercial decisions and drive continuous improvement
- Interface with executive staff, company leadership, and sister companies to ensure alignment and effective communication
- Directs department's continuous-improvement efforts and transformation projects.
Requirements:
- 10+ years of relevant work experience in technical services, ideally in the medical device industry
- 5+ years of people leadership experience preferred
- Bachelor's degree in Engineering or related technical field, or equivalent relevant work experience
- Proficiency in computer business applications and ERP systems; experience with contact center technology, including ACD systems, IVR, WFM and NICE inContact
- Product knowledge of medical devices across specialties, including integrated operating rooms
- Knowledge of endoscopic procedures and call center analytics
- Strong management and leadership skills, including teamwork, problem-solving, negotiation, and communication
- Ability to travel up to 10%
Preferences:
- Certifications: Six Sigma, CCCM-Certified Call Center Manager
- Advanced experience with Microsoft Suite, SAP ERP, CRM, Fiori, and contact center technology
- Experience with data mining, analytics, and IT projects
- Knowledge of government and private standards, infection control practices, and sterilization modalities
If you're a motivated and experienced leader looking for a new challenge, submit your application today
Who we are:
KARL STORZ is an independent, family-owned company headquartered in Germany's renowned MedTech manufacturing region. For 80 years, we've pioneered the most groundbreaking innovations in endoscopic surgery, video imaging, and operating room integration to benefit patients and healthcare providers alike.
With more than 9,000 associates worldwide and 2,600 in the US, we pride ourselves on harnessing cutting-edge technology, precise workmanship, and unrivaled customer support to help healthcare facilities succeed. With onsite locations and field opportunities across the country, we attract a diverse and talented staff. It's not just about the tools we create-it's about the lives we change, together.
#LI-NM1
MA Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Eligible Employee Benefits
- Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too
- 3 weeks vacation, 11 holidays plus paid sick time
- Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
- 401(k) retirement savings plan providing a match of 60% of the employee's first 6% contribution (up to IRS limits)
- Section 125 Flexible Spending Accounts
- Life, STD, LTD & LTC Insurance
- We prepay your tuition up to $5,250 per year - Tuition pre-imbursement
- Fitness reimbursement of up to $200 annually
- And much more
KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.
Credentialing requirements at KARL STORZ
KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.
Pay Transparency
The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member's base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.
Equal Employment Opportunity & Reasonable Accommodation Statement
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.
Get in Contact
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