AV Project Manager and Customer Success Specialist

6 days ago

Houston, Texas, United States Karl Storz Endoscopy-America Full time
Job Summary

We are seeking a highly skilled AV Project Manager and Customer Success Specialist to join our team at Karl Storz Endoscopy-America. This role will play a critical part in managing overall growth, effectiveness, and profitability of Operation Room installation projects within their respective regions, while delivering world-class customer service.

Key Responsibilities
  • Sales and Marketing Support
    • Engage in collaboration with sales teams to ensure alignment on customer deliverables and prevent negative impact on gross profit.
    • Support business development needs for sales and marketing as required by management.
  • Technical Expertise
    • Develop and maintain technical competencies through successful installations, with minimal service tickets during the warranty period.
    • Engage in outside training opportunities to evolve technical expertise.
  • Project Management
    • Plan, oversee, and lead capital installation projects through to completion under corporate SLAs.
    • Manage project progress, ensure projects meet deadlines, and maintain relationships with clients and stakeholders.
    • Oversee all incoming and outgoing project documentation and design risk mitigation plans for projects.
  • 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 by delivering customer training in a timely and comprehensive manner.
    • Confirm customer product utilization post-installation and document utilization.
Requirements
  • Minimum Requirements
    • A minimum of 3-5 years of experience in consulting, project delivery, or project management.
    • A minimum of 5-7 years of experience in a role requiring technical acumen in AV or IP.
    • Field-based project and program-level management experience.
    • Comfort in ambiguous or high-stress situations.
    • Track record of working collaboratively in a matrixed environment.
    • Track record in project/process improvement.
    • Knowledge and experience in the medical device and/or healthcare marketplace preferred.
  • Preferred Requirements
    • Holistic understanding of cable terminations and handling.
    • Holistic understanding of cable media.
    • Advanced knowledge in control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders.
Working Conditions

This is a safety-sensitive job. The successful candidate will be required to work in and around hospital personnel, sensitive medical equipment, and patients.

Authority to Sign: Not applicable for North America.

Travel: 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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