Project Management and AV Customer Service - Nashville, TN
Vacancy expired!
Company: KARL STORZ Endoscopy-America, Inc. (KSEA)
Job Code: 12833
Pay Grade: US-C16
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: Atlanta, GA or Nashville, TN
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 Regional 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
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 >34% 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
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 5-7 years 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. Military experience a plus.
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
Ability to adapt and demonstrate flexibility in dealing with changing priorities and work situations
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
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:
Stakeholders, inside and outside the company staff
PHYSICAL REQUIREMENT/DEMANDS:
Work in and around hospital personnel, sensitive medical equipment, and patients
Work in new constructions setting
Must be able to life 50lbs
Must be able to move equipment pallets
Adhere to and mainatain Hospital credentialing requirements
Must be able to pass drug screenings as required by Customer facilities
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 80% 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.
