Director, Technical Services - KARL STORZ Endoscopy - America : Job Details

Director, Technical Services

Join Our Team and Drive Exceptional Customer Service!

KARL STORZ is seeking an experienced Director, Technical Services to lead our contact center in delivering expert support to internal and external customers. As a key member of our leadership team, you'll oversee the daily operations of our Technical Services department, driving continuous improvement and exceptional customer service as a market differentiator.

Responsibilities:

• Lead a team of 12, providing guidance and support to ensure effective, timely responses to customer inquiries
• Collaborate with cross-functional teams (sales, marketing, product management, engineering) to manage escalated issues and implement process improvements
• Develop and implement department SOPs, Work Instructions, and service level objectives
• Analyze call center analytics and data to inform commercial decisions and drive continuous improvement
• Interface with executive staff, company leadership, and sister companies to ensure alignment and effective communication
• Directs department's continuous-improvement efforts and transformation projects.

Requirements:

• 10+ years of relevant work experience in technical services, ideally in the medical device industry
• 5+ years of people leadership experience preferred
• Bachelor's degree in Engineering or related technical field, or equivalent relevant work experience
• Proficiency in computer business applications and ERP systems; experience with contact center technology, including ACD systems, IVR, WFM and NICE inContact
• Product knowledge of medical devices across specialties, including integrated operating rooms
• Knowledge of endoscopic procedures and call center analytics
• Strong management and leadership skills, including teamwork, problem-solving, negotiation, and communication
• Ability to travel up to 10%

Preferences:

• Certifications: Six Sigma, CCCM-Certified Call Center Manager
• Advanced experience with Microsoft Suite, SAP ERP, CRM, Fiori, and contact center technology
• Experience with data mining, analytics, and IT projects
• Knowledge of government and private standards, infection control practices, and sterilization modalities

If you're a motivated and experienced leader looking for a new challenge, submit your application today!

Who we are:

KARL STORZ is an independent, family-owned company headquartered in Germany's renowned MedTech manufacturing region. For 80 years, we've pioneered the most groundbreaking innovations in endoscopic surgery, video imaging, and operating room integration to benefit patients and healthcare providers alike.

With more than 9,000 associates worldwide and 2,600 in the US, we pride ourselves on harnessing cutting-edge technology, precise workmanship, and unrivaled customer support to help healthcare facilities succeed. With onsite locations and field opportunities across the country, we attract a diverse and talented staff. It's not just about the tools we create—it's about the lives we change, together.

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