Field AV Service Tech 2

KARL STORZ North America; Dallas (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

KARL STORZ North America is seeking an Area Performance Support Specialist II to provide advanced troubleshooting and field-based support for OR1 integrated operating room and network systems. You will work remotely and onsite across the U.S., Canada, and Mexico, engaging with clinicians and service teams to maintain peak system performance.

The role requires 5–7 years in AV, networking, or medical technology environments, and strong communication skills with a customer service focus.

Qualifications

• High school diploma or GED required.
• 5–7 years with AV, networking, or medical technology systems.
• Strong troubleshooting across AV, IT, networks, software, and hardware.

Responsibilities

• Provide advanced troubleshooting, maintenance, repair, and support for OR1 integrated operating room solutions and network systems.
• Serve as SME for complex AV, IT, software, and hardware issues.
• Support customers remotely, via phone, and onsite to diagnose and resolve performance concerns.
• Collaborate with Critical Response Teams to investigate and resolve high-priority incidents.
• Perform system upgrades, software configuration, and preventive maintenance.
• Document activities and status updates accurately and timely.

Skills

Advanced troubleshooting

AV

IT

Networking

Customer service

Reading schematics/diagrams

Education

High school diploma / GED

Tools

Microsoft Office

Outlook

Teams

Job description

Locations

Dallas, TX

Travel

Up to 80% throughout the U.S., Canada, and Mexico

About KARL STORZ

From the operating room to surgery centers and everything in between, KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We develop innovative devices, integrated ecosystems, and intelligent imaging technologies that help create more connected, efficient healthcare environments. As an independent, family-owned MedTech company, we think in generations instead of quarters, dedicating ourselves to improving patient outcomes through innovation and long-term partnerships.

About The Role

At KARL STORZ, we are advancing the future of the connected operating room. As an Area Performance Support Specialist II, you will serve as a technical expert responsible for supporting, troubleshooting, and optimizing our OR1 integrated operating room and network-based technology solutions. This highly visible, field-based role combines advanced technical problem solving, customer engagement, and service delivery excellence. You will support healthcare customers remotely and onsite, resolve complex system issues, collaborate with cross-functional teams, and help ensure the highest levels of system performance and customer satisfaction. This position supports multiple regions and requires up to 80% travel across the United States, Canada, and Mexico. Flexible scheduling, including occasional evenings and weekends, may be required to meet customer needs.

What You\'ll Do

• Provide advanced troubleshooting, maintenance, repair, and technical support for KARL STORZ OR1 integrated operating room solutions and network-based systems.
• Serve as a subject matter expert for complex AV, IT, software, and hardware-related issues.
• Support customers through remote service, phone support, and onsite visits to diagnose and resolve system performance concerns.
• Partner with Critical Response Teams and internal stakeholders to investigate and resolve high-priority customer incidents.
• Perform preventive maintenance, system upgrades, software configuration, and equipment modifications.
• Document service activities, project status updates, and required administrative reporting accurately and on time.
• Identify opportunities for process improvements and provide feedback on service documentation, procedures, and technical resources.
• Build strong customer relationships while supporting service contract retention and overall service excellence.
• Maintain compliance with hospital credentialing requirements, safety standards, and customer protocols.

What You Bring

• High school diploma, GED, or equivalent combination of education and experience.
• 5-7 years of experience supporting audio-visual, networking, integrated technology, medical device, or related technical systems.
• Advanced troubleshooting skills across AV, IT, network infrastructure, software, and hardware environments.
• Experience supporting complex customer environments and resolving high-priority technical issues.
• Strong working knowledge of Microsoft Office applications, including Outlook, Teams, Word, and Excel.
• Ability to read and interpret technical schematics, diagrams, and work instructions.
• Excellent communication skills with a strong customer service orientation.
• Valid driver\'s license with a satisfactory driving record.
• Ability to meet hospital credentialing requirements and maintain facility access.

Nice to Have

• Experience supporting integrated operating rooms, healthcare technology, or hospital environments.
• Expertise with KARL STORZ OR1 systems, software, hardware, and related technologies.
• Familiarity with CAT5/6, fiber optic, coaxial, copper, and multi-conductor cabling systems.
• Experience with cable terminations, AV equipment installation, and network-connected devices.
• CompTIA A+, CTS, or other relevant AV, networking, or technology certifications.
• Knowledge of control systems, audio processing, video routing, digital signal processors, and network infrastructure.

What Will Make You Successful

• A customer-first mindset with a commitment to delivering exceptional service and support.
• Strong analytical and troubleshooting skills in fast-paced, high-pressure environments.
• The ability to work independently while managing multiple priorities across regions.
• Excellent collaboration skills and a willingness to support teammates and cross-functional partners.
• Adaptability and professionalism when supporting clinicians and healthcare organizations.
• A continuous improvement mindset with a passion for developing technical expertise and solving complex problems.

Why KARL STORZ?

Join a team that is transforming the digital operating room through innovative healthcare technology. As an Area Performance Support Specialist II, you will play a critical role in supporting the systems that help clinicians communicate, collaborate, and deliver exceptional patient care. At KARL STORZ, you\'ll gain exposure to advanced operating room technologies, ongoing professional development opportunities, and a culture built on teamwork, innovation, and continuous improvement.

Ready to make an impact? Apply today and help support the future of connected healthcare with KARL STORZ.