OR1 Area Performance Support Specialist II

KARL STORZ SE & Co. KG; Omaha (NE); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical / Dental / Vision

3 weeks vacation

Parental leave

401(k) retirement match

HSA/FSA

Life, STD & LTD

Tuition reimbursement

Fitness reimbursement

Job summary

KARL STORZ North America is seeking an Area Performance Support Specialist II to provide advanced troubleshooting and field service for OR1 integrated operating room systems across the US, Canada, and Mexico.

You will work onsite and remotely, travel up to 80%, resolve high-priority incidents, perform maintenance, and coordinate with Critical Response Teams to ensure peak performance and exceptional customer satisfaction.

Flexible scheduling and weekend work may be required to meet customer needs.

Qualifications

• High school diploma or GED or equivalent.
• 5–7 years in AV, networking, or medical technology support.
• Advanced troubleshooting across AV, IT, software and hardware.
• Experience in complex customer environments and high-priority issues.
• Strong MS Office knowledge (Outlook, Teams, Word, Excel).
• Ability to read schematics/diagrams and follow instructions.
• Excellent communication and customer service.

Responsibilities

• Provide advanced troubleshooting, maintenance, repair, and support for OR1 and network-based systems.
• Serve as a subject matter expert for complex AV, IT, software, and hardware issues.
• Support customers via remote, phone, and onsite visits to diagnose issues.
• Collaborate with Critical Response Teams to resolve high-priority incidents.
• Perform preventive maintenance, upgrades, and equipment modifications.
• Document service activities and reports accurately and timely.
• Identify process improvements and contribute to documentation.
• Build strong customer relationships and support service contracts.
• Maintain compliance with hospital credentialing and safety standards.

Skills

Advanced troubleshooting

MS Office suite

Tech schematics reading

Excellent communication

Driver's license

Customer service orientation

Credentialing requirements

Education

High school diploma or GED

Tools

CAT5/6 cabling

Fiber optic cabling

Coaxial cabling

Cable terminations

AV/network devices

Job description

At KARL STORZ, we take pride in helping patients through some of the toughest journeys of their lives. We are making contributions that matter. Regardless of your role, YOU improve patients’ lives every day.

Get to know us and join our teamas

Field AV Service Tech 2

Job Function: Repair & Service

Location: US

Work Location (for field-based positions): Omaha, NE

Locations: Omaha, NE
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.

#LI-KY1

MA Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

• Medical / Dental / Vision including a state‑of‑the‑art wellness program and access to pet insurance, too!
• 3 weeks vacation accrual for full time roles,* paid holidays plus paid sick time too
• Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
• 401(k) retirement savings plan providing a match of 66.67% (4%) of the employee’s first 6% contribution (up to IRS limits)
• Section 125 Flexible Spending Accounts
• HSA Savings Accounts with company contribution
• Life, STD & LTD Insurance
• We prepay your tuition up to $5,250 per year! - Tuition pre‑reimbursement
• Fitness reimbursement of up to $200 annually
• And much more!
  * Field sales, internships, and roles that are regularly scheduled to work less than 30 hours per week are not eligible for vacation, except where required by law.
  Non‑employees, including temporary workers and consultants, are not eligible to participate in the 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. Employees must comply will all applicable KARL STORZ policies and procedures.

KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field‑based roles at KARL STORZ require hospital credentialing/health screens as acondition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to askhow credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.