Project Management and AV Customer Service - Miami, FL

Project Management and AV Customer Service - Miami, FL

Vacancy expired!

Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 12906

Pay Grade: US-B16

Description

KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

The role will reside in any of the following locations:

Pittsburgh, PA, Chicago, IL, Orlando, FL and Miami, FL.

This position will require upto 80% travel

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 Customer Success Manager plays a critical role in: 1) managing overall growth, effectiveness, and profitability of Operation Room installation projects within their respective regions 2) delivering world class customer service. The Customer Success Manager reports to the Customer Success Senior Manager

The Customer Success Manager will play the lead regional role in ensuring timely and accurate Operating Room installations, with hyper focus on customer success and satisfaction. Additionally, the Customer Success Manager will work to maintain continuous horizontal alignment with the service and deployments verticals; together ensuring a best in class experience.

Excellence in Performance Support:

Responsibility

Description

Sales / Sales-Mkt Support

• Support the pre-sales process to ensure sales success and effective alignment of customer deliverables
• Collaborate horizontally with regular documented frequency

Technical Experts

• Expert competency in the intricacies of how the ENTIRE integration product portfolio integrates and functions
• Understand the basics of hospital construction
• Expert competency in cable management and cable termination

Project Management

• Plan, oversee, and lead capital installation projects through to completion under corporate SLAs.

On-time,

On-budget, and Profitable Installations

• Plan and deliver all product installations on-time and within profitability guidelines; while delivering an exceptional customer experience

Customer Satisfaction

• Ensure customers experience a best in class installation, which includes best in class documented communication

Customer Success

• Ensure customers understand, utilize, and leverage products purchased brining to life the VALUE of their installation, post deployment responsibility in creating customers for life

Responsibilities in Detail

Sales / Sales-Mkt Support

Engage horizontally 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

Support other business development needs for sales and marketing as needed by management

Technical Experts

Complete all trainings as assigned through the OR1 training department

Demonstrate technical competencies through successful installs, with minimal service tickets during the warranty period

Demonstrate technical competencies by having low change orders per project, meet national standard

Engage in outside training opportunities that evolve technical expertise

Project Management

• Lead project planning sessions
• Manage project progress
• Ensure projects meet deadlines
• Manage relationships with clients and stakeholders
• Oversee all incoming and outgoing project documentation
• Design risk mitigation plan for the project
• Deliver projects on time and within budget
• Meet National KPI standards for Customer Success Customer Satisfaction
• Monitors, collects, and reports on customer feedback post installation for process improvement opportunities
• Proactively solicit customer feedback, positive and negative and work to mitigate all negative feedback
• Ensure KARL STORZ maintains it's #1 ranking in Customer Satisfaction

Customer Success

Turn customers into raving fans

Deliver customer training in a timely and comprehensive manner

Confirm customer product utilization post-install. Document utilization

Summary KPIs
This position will be measured on the following Key Performance Indicators (KPIs):

Metric

Description

Revenue

• Manage to meet or exceed assigned goals for revenue. Assigned annually

Profitability

• Support achievement of overall gross margin targets >32% collectively within designated region

Technical Experts

• Meet national standards for change orders

Operational Process Improvement Metrics

• Meet national KPI standards for regional projects
• KPIs:
  • KPIs to be Reported on Quarterly: Number of Slides, Timeliness of Site Walk Through, Timeliness of Scrub, Timeliness of Horizontal Communication, Timeliness and Robustness of Customer Communication

Sales Support

• Documented monthly horizontal communication

Customer Satisfaction

• Ensure customer feedback post every install is reported through national system

Customer Success

• Successful sign-off by the customer post install training
• Meet the national standard for customer follow-up
• Manage the number of service tickets

II. Minimum Knowledge, Education, and Skill Requirements

Required

Minimum years of relevant work experience:

A minimum of 3-5 years in consulting, project delivery, or project management

A minimum of 5-10 years[KS2] in 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 matrix-ed environment

Track record in project / process improvement

Knowledge and experience in the medical device and/or healthcare marketplace preferred

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

A sense of urgency and impatience with the status quo

Excellent communication and organizational skills, proven

Highest standards of ethical behavior

Excellent at multitasking

Willingness to travel 80%

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

III. Essential Function
HAS CONTACT WITH:

• Inside and outside the company staff

PHYSICAL REQUIREMENT/DEMANDS:

• Work in and around hospital personnel, sensitive medical equipment, and patients.

IV. 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 SUPERVISION: NO
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.

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

#DICE

Vaccine requirements at KARL STORZ due to COVID-19
KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.

Employee Benefits Program Overview for U.S. Locations

• Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!
• 3 weeks' vacation, 10 holidays plus paid sick time
• 401K retirement savings plan providing a match of 60% of the employee's first 6% contribution
• Section 125 Flexible Spending Accounts
• Life, STD, LTD & LTC Insurance
• Tuition reimbursement of up to $5,250 per year
• Fitness reimbursement up to $200 annually
• Employee referral program of up to $2,000 per hire
• And much more!

Field sales, internships and part-time employees are not eligible except for where required by state law.
Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.

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. Employee must comply will all applicable KARL STORZ policies and procedures.

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

Notice to Employment Agencies
This recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.