AV Project Manager and Customer Advocate

1 week ago

San Francisco, California, United States KARL STORZ Endoscopy - America Full time
Job Summary

KARL STORZ Endoscopy - America is seeking a highly skilled and experienced professional to fill the role of AV Project Manager and Customer Advocate. This position will be responsible for managing the growth, effectiveness, and profitability of Operation Room installation projects within their respective regions, while delivering world-class customer service.

Key Responsibilities
  • Project Management: Plan, oversee, and lead capital installation projects through to completion under corporate SLAs.
  • Sales Support: Engage in collaboration with sales, including proposal development and proper estimating, as needed. Collaborate monthly with sales to ensure alignment on all customer deliverables to prevent negative GP impact.
  • Technical Expertise: Demonstrate technical competencies through successful installs, with minimal service tickets during the warranty period. Engage in outside training opportunities that evolve technical expertise.
  • Customer Satisfaction: Monitor, collect, and report on customer feedback post-installation for process improvement opportunities. Proactively solicit customer feedback, positive and negative, and work to mitigate all negative feedback.
  • Customer Success: Turn customers into raving fans. Deliver customer training in a timely and comprehensive manner. Confirm customer product utilization post-install. Document utilization.
Requirements
  • Minimum years of relevant work experience: A minimum of 3-5 years in consulting, project delivery, or project management. A minimum of 5-7 years in a role requiring technical acumen in AV or IP.
  • Minimum education, certifications and/or credentials: A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or related degree is required or 5 years of experience with the preferred hard skills.
  • Minimum soft skill requirements: Demonstrated outstanding personal leadership. Demonstrated pattern of intellectual curiosity. Creativity in the development of new approaches to improving the customer experience. A true team player with excellent interpersonal skills and the ability to work with executives both within the company, its partners, and its clients.
Preferred Hard Skill Requirements
  • Holistic understanding of Cable Terminations and handling: ability to perform cable pull, Solder, Crimp, Compression, and Punch-Down connections for audio, video, network, control, and power devices.
  • Holistic understanding of Cable Media: ability to distinguish Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic Cabling.
  • Advanced knowledge in control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders.
Essential Functions
  • Has contact with: Inside and outside the company staff.
  • Physical requirement/Demands: Work in and around hospital personnel, sensitive medical equipment, and patients.
Core Requirements
  • Degree of accountability: High.
  • Degree of decision making: Medium.
  • Financial/Budgetary: no.
  • Safety: This is a safety-sensitive job.
  • Quality: Adhere to KSEA OR1 Quality Requirements.
  • Authority to Sign (not applicable for North America):.
  • Travel: Good driving record Up to 50% travel during the year throughout the US, Canada, and Mexico to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers.

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