Performance Support Specialist II

About The Role

KARL STORZ is seeking a highly skilled Performance Support Specialist II to ensure the performance, reliability, and customer satisfaction of advanced integrated operating room technologies. In this field-based role, you will serve as a technical subject matter expert supporting complex audio-visual, network, and integrated OR systems across healthcare facilities. This position is ideal for an experienced AV, IT, or systems support professional who thrives on solving complex technical challenges, supporting mission-critical technology, and delivering exceptional customer service.

You will work closely with customers, internal technical teams, and the Critical Response Team to troubleshoot, investigate, and resolve high-level technical issues in operating rooms and healthcare environments.

What You'll Do

• Serve as a technical expert for KARL STORZ integrated OR systems, providing advanced troubleshooting, repair, and support for complex AV and network-based technologies
• Perform preventive maintenance, system modifications, software configuration, and service-related activities on KARL STORZ and third-party integrated systems
• Investigate and resolve escalated customer issues while partnering with cross-functional teams and the Critical Response Team
• Deliver exceptional customer support through onsite, remote, and telephone-based technical assistance
• Document service activities, project updates, and technical findings accurately and in accordance with SOPs and service-level agreements
• Support service contract performance, customer retention, and revenue attainment goals through world-class service delivery
• Maintain hospital credentialing requirements and ensure compliance with customer protocols, safety standards, and company procedures
• Participate in technical training programs and contribute to continuous improvement initiatives

What You Bring

• A High School Diploma, GED, or equivalent combination of education and experience required
• 5–7 years of experience supporting AV, network, IT infrastructure, or integrated technology systems, or 2–3 years in a KARL STORZ OR1 technical role
• Strong knowledge of audio-visual systems, IP networking, hardware/software configuration, and troubleshooting
• Proficiency with cable termination techniques, including solder, crimp, compression, and punch-down connections
• Ability to read and interpret schematics, technical documentation, and work instructions
• Strong Microsoft Office skills, including Word and Excel
• Ability to meet and maintain hospital credentialing requirements
• Valid driver's license with a strong driving record and willingness to travel extensively

Nice To Have

• CompTIA A+, CTS, or other AV/IT-related certifications
• Experience supporting integrated operating room systems or healthcare technologies
• Advanced knowledge of KARL STORZ OR1 Core platforms and associated software configurations
• Experience with fiber optic systems, control systems, DSPs, matrix switchers, and networked AV environments

What Will Make You Successful

• Exceptional troubleshooting skills and the ability to quickly diagnose complex technical issues
• Confidence working independently in high-pressure healthcare environments
• Excellent customer-facing communication and relationship-building abilities
• Strong attention to detail and commitment to documentation accuracy
• Adaptability and flexibility when managing changing priorities and travel schedules
• Continuous improvement mindset and desire to expand technical expertise
• Ability to remain calm, professional, and solutions-focused during critical customer situations

Why KARL STORZ?

• Join KARL STORZ and help support the technology transforming today's operating rooms
• Work with cutting-edge integrated healthcare systems, collaborate with talented technical professionals, and play a direct role in helping healthcare providers deliver exceptional patient care
• Invest in your people through ongoing technical development, career growth opportunities, and exposure to some of the most advanced medical technologies in the industry
• Expand your expertise in AV, networking, or healthcare technology