What are the responsibilities and job description for the Performance Support Specialist II position at Karl Storz Endoscopy?
From the operating room to surgery centers-and everywhere in between-KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging-to build a more connected, software-enabled operating room.
As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.
About the RoleKARL STORZ is seeking a highly skilled Performance Support Specialist II to ensure the performance, reliability, and customer satisfaction of advanced integrated operating room technologies. In this field-based role, you will serve as a technical subject matter expert supporting complex audio-visual, network, and integrated OR systems across healthcare facilities.
This position is ideal for an experienced AV, IT, or systems support professional who thrives on solving complex technical challenges, supporting mission-critical technology, and delivering exceptional customer service. You will work closely with customers, internal technical teams, and the Critical Response Team to troubleshoot, investigate, and resolve high-level technical issues in operating rooms and healthcare environments.
Location: Chicago, IL
Travel: Up to 80% throughout the U.S., with potential travel to Canada and Mexico
Work Environment: Field-based supporting hospitals, surgery centers, laboratories, and healthcare facilities
- Serve as a technical expert for KARL STORZ integrated OR systems, providing advanced troubleshooting, repair, and support for complex AV and network-based technologies
- Perform preventive maintenance, system modifications, software configuration, and service-related activities on KARL STORZ and third-party integrated systems
- Investigate and resolve escalated customer issues while partnering with cross-functional teams and the Critical Response Team
- Deliver exceptional customer support through onsite, remote, and telephone-based technical assistance
- Document service activities, project updates, and technical findings accurately and in accordance with SOPs and service-level agreements
- Support service contract performance, customer retention, and revenue attainment goals through world-class service delivery
- Maintain hospital credentialing requirements and ensure compliance with customer protocols, safety standards, and company procedures
- Participate in technical training programs and contribute to continuous improvement initiatives
- High School Diploma, GED, or equivalent combination of education and experience required
- 5-7 years of experience supporting AV, network, IT infrastructure, or integrated technology systems, or 2-3 years in a KARL STORZ OR1 technical role
- Strong knowledge of audio-visual systems, IP networking, hardware/software configuration, and troubleshooting
- Proficiency with cable termination techniques, including solder, crimp, compression, and punch-down connections
- Ability to read and interpret schematics, technical documentation, and work instructions
- Strong Microsoft Office skills, including Word and Excel
- Ability to meet and maintain hospital credentialing requirements
- Valid driver's license with a strong driving record and willingness to travel extensively
Nice to Have:
- CompTIA A , CTS, or other AV/IT-related certifications
- Experience supporting integrated operating room systems or healthcare technologies
- Advanced knowledge of KARL STORZ OR1 Core platforms and associated software configurations
- Experience with fiber optic systems, control systems, DSPs, matrix switchers, and networked AV environments
- Exceptional troubleshooting skills and the ability to quickly diagnose complex technical issues
- Confidence working independently in high-pressure healthcare environments
- Excellent customer-facing communication and relationship-building abilities
- Strong attention to detail and commitment to documentation accuracy
- Adaptability and flexibility when managing changing priorities and travel schedules
- Continuous improvement mindset and desire to expand technical expertise
- Ability to remain calm, professional, and solutions-focused during critical customer situations
Join KARL STORZ and help support the technology transforming today's operating rooms. You'll work with cutting-edge integrated healthcare systems, collaborate with talented technical professionals, and play a direct role in helping healthcare providers deliver exceptional patient care.
We invest in our people through ongoing technical development, career growth opportunities, and exposure to some of the most advanced medical technologies in the industry. Whether you're expanding your expertise in AV, networking, or healthcare technology, you'll find meaningful work and long-term career opportunities at KARL STORZ.
Ready to make an impact? Apply to be our next Performance Support Specialist II and help us build the future of MedTech together.
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KSEA provides equal employment opportunities (EEO) to all applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, KSEA complies with applicable state and local laws governing non-discrimination in employment.