Area Performance Support Specialist II

This is a fully remote position, open to applicants in Nebraska.

📋 Description

• Deliver advanced troubleshooting, maintenance, repair, and technical support for KARL STORZ OR1 integrated operating room solutions and networked systems.

• Act as a subject matter expert for intricate AV, IT, software, and hardware-related challenges.

• Assist customers via remote service, phone support, and on-site visits to diagnose and resolve system performance issues.

• Collaborate with Critical Response Teams and internal stakeholders to investigate and resolve high-priority customer incidents.

• Conduct preventive maintenance, system upgrades, software configuration, and equipment modifications.

• Accurately document service activities, project status updates, and required administrative reporting in a timely manner.

• Identify opportunities for process improvement and provide feedback on service documentation, procedures, and technical resources.

• Establish customer relationships while promoting service contract retention and service excellence.

• Ensure compliance with hospital credentialing requirements, safety standards, and customer protocols.

⛳️ Requirements

• High school diploma, GED, or an equivalent combination of education and experience.

• 5–7 years of experience supporting audio-visual, networking, integrated technology, medical devices, or related technical systems.

• Advanced troubleshooting abilities across AV, IT, network infrastructure, software, and hardware environments.

• Experience in supporting complex customer environments and resolving high-priority technical challenges.

• Strong proficiency in Microsoft Office, including Outlook, Teams, Word, and Excel.

• Capability to read and interpret technical schematics, diagrams, and work instructions.

• Excellent communication skills coupled with a strong customer service focus.

• Valid driver’s license with an acceptable driving record.

• Ability to comply with hospital credentialing requirements and maintain facility access.

• Experience in supporting integrated operating rooms, healthcare technology, or hospital environments is preferred.

• Familiarity with KARL STORZ OR1 systems, software, hardware, and related technologies is preferred.

• Knowledge of CAT5/6, fiber optic, coaxial, copper, and multi-conductor cabling systems is preferred.

• Experience with cable terminations, AV equipment installation, and network-connected devices is preferred.

• CompTIA A+, CTS, or other relevant AV, networking, or technology certifications are preferred.

• Understanding of control systems, audio processing, video routing, digital signal processors, and network infrastructure is preferred.

• Willingness to travel up to 80% across the United States, Canada, and Mexico.

• Ability to work occasional evenings and weekends as needed to meet customer requirements.

🏝️ Benefits

• Medical / Dental / Vision insurance.

• State-of-the-art wellness program.

• Access to pet insurance.

• Paid holidays.

• Paid sick time.

• Up to 8 weeks of 100% paid company parental leave, including maternal/paternal leave, adoption, and fostering of a child.

• 401(k) retirement savings plan with a company 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 contributions.

• Life, STD & LTD Insurance.

• Tuition pre-payment/reimbursement up to $5,250 per year.

• Fitness reimbursement up to $200 annually.

• Ongoing professional development opportunities.