Job Type: Full-time
Account Manager Position Summary: The Account Manager serves as the primary liaison between Surgical Instrument Service (SIS) and assigned healthcare facilities. This role is responsible for building strong customer relationships, coordinating repair and service activities, delivering education and consultative support, and identifying opportunities to improve customer outcomes and further expand SIS services.
Essential Job Functions
Customer Relationship
Develop and maintain strong professional relationships with hospital personnel, including SPD, OR, Endoscopy, Materials Management, and clinical leadership Communicate to SIS about what the customer needs
Communicate to SIS about what the customer needs
Communicate to the Customer about what SIS needs from them to facilitate support
Lead and direct conversations to gain targeted outcomes in training, education and in services
Have an “improvement” mindset- always look for opportunities to help customer/company improve outcomes
Set and maintain expectations related to repairs, services, loaner equipment, and equipment sales
Provide feedback on contract performance and service utilization to identify mutual business opportunities during regular business reviews
Service Coordination & Operational Support
Coordinate repair pickups, deliveries, loaner equipment, and related logistics for assigned accounts.
Coordinate on-site repair visits
Manage customer expectations regarding repair timelines, order status, loaner availability, and service capabilities
Advocate for the customer with internal SIS team
Accurately complete and submit all repair orders, shipping documentation, sales requests, and customer forms in accordance with company procedures
Utilize SISCOMS and related systems to track repairs, manage loaner requests, review reports, monitor order statuses, and maintain customer records
Follow all established procedures for rush repairs, priority requests, approvals, and customer-specific requirements
Ensure accurate proof of delivery documentation and digital signature collection
Customer Education
Provide formal and informal in-service education regarding proper device care, handling, inspection, testing, and transportation practices
Educate customers on SIS repair processes, turnaround times, repair categories, and service offerings.
Utilize repair trend data, Failure Trend Reports (FTR), device history reports, and customer reporting tools to identify opportunities to reduce repair frequency and severity
Coordinate and support onsite specialty services including chamber cleaning, rolling stock repair, OR table cleaning, and related operational services
Maintain and develop knowledge of surgical instruments, medical terminology, surgical specialties, and perioperative workflows. A comprehensive understanding of the modalities we service (flex, rigid, power, stainless, lap)
Business Development & Account Growth
Support solution-based sales efforts by identifying customer pain points and recommending appropriate services or programs
Participate in customer business reviews to evaluate service utilization, operational performance, and growth opportunities
Collaborate with leadership and internal teams regarding market trends, customer feedback, and operational improvement opportunities
Internal Communication
Clear, complete, and timely submission of all paperwork
Provide Home Office staff with all required information in a timely manner
Work closely with sales leaders and operations to monitor and improve customer experience, including providing regular status updates and client overviews
Maintain credentialing as needed for customer access (HealthTrust, Green Security, Symplr, etc)
Capabilities
Communication & Professional Standards
Communicate clearly, professionally, and promptly with customers, coworkers, leadership, and support departments
Maintain organized customer records, communication history, and documentation
Exercise sound judgment while balancing customer requests with company capabilities and operational priorities
Demonstrate professionalism, accountability, and reliability in all interactions and responsibilities
Maintain a professional appearance and demeanor while representing SIS in healthcare facilities
Professional Development
Participate in ongoing training and self-development related to surgical devices, repair processes, customer service, and healthcare operations
Stay informed on industry trends, best practices, and SIS service capabilities
Collaborate with education teams and leadership to strengthen technical and consultative skills
Requirements
Have a reliable vehicle to drive to and from hospitals and local shipping facilities
Work independent of direct supervision and be a proactive self-starter
Have excellent communication and interpersonal skills
Possess the ability, commitment and ambition to assume increased responsibility
Be proficient with computer, tablet, and smartphone technology
Be able to occasionally lift and carry up to 20 pounds
#J-18808-Ljbffr
Account Manager Position Summary: The Account Manager serves as the primary liaison between Surgical Instrument Service (SIS) and assigned healthcare facilities. This role is responsible for building strong customer relationships, coordinating repair and service activities, delivering education and consultative support, and identifying opportunities to improve customer outcomes and further expand SIS services.
Essential Job Functions
Customer Relationship
Develop and maintain strong professional relationships with hospital personnel, including SPD, OR, Endoscopy, Materials Management, and clinical leadership Communicate to SIS about what the customer needs
Communicate to SIS about what the customer needs
Communicate to the Customer about what SIS needs from them to facilitate support
Lead and direct conversations to gain targeted outcomes in training, education and in services
Have an “improvement” mindset- always look for opportunities to help customer/company improve outcomes
Set and maintain expectations related to repairs, services, loaner equipment, and equipment sales
Provide feedback on contract performance and service utilization to identify mutual business opportunities during regular business reviews
Service Coordination & Operational Support
Coordinate repair pickups, deliveries, loaner equipment, and related logistics for assigned accounts.
Coordinate on-site repair visits
Manage customer expectations regarding repair timelines, order status, loaner availability, and service capabilities
Advocate for the customer with internal SIS team
Accurately complete and submit all repair orders, shipping documentation, sales requests, and customer forms in accordance with company procedures
Utilize SISCOMS and related systems to track repairs, manage loaner requests, review reports, monitor order statuses, and maintain customer records
Follow all established procedures for rush repairs, priority requests, approvals, and customer-specific requirements
Ensure accurate proof of delivery documentation and digital signature collection
Customer Education
Provide formal and informal in-service education regarding proper device care, handling, inspection, testing, and transportation practices
Educate customers on SIS repair processes, turnaround times, repair categories, and service offerings.
Utilize repair trend data, Failure Trend Reports (FTR), device history reports, and customer reporting tools to identify opportunities to reduce repair frequency and severity
Coordinate and support onsite specialty services including chamber cleaning, rolling stock repair, OR table cleaning, and related operational services
Maintain and develop knowledge of surgical instruments, medical terminology, surgical specialties, and perioperative workflows. A comprehensive understanding of the modalities we service (flex, rigid, power, stainless, lap)
Business Development & Account Growth
Support solution-based sales efforts by identifying customer pain points and recommending appropriate services or programs
Participate in customer business reviews to evaluate service utilization, operational performance, and growth opportunities
Collaborate with leadership and internal teams regarding market trends, customer feedback, and operational improvement opportunities
Internal Communication
Clear, complete, and timely submission of all paperwork
Provide Home Office staff with all required information in a timely manner
Work closely with sales leaders and operations to monitor and improve customer experience, including providing regular status updates and client overviews
Maintain credentialing as needed for customer access (HealthTrust, Green Security, Symplr, etc)
Capabilities
Communication & Professional Standards
Communicate clearly, professionally, and promptly with customers, coworkers, leadership, and support departments
Maintain organized customer records, communication history, and documentation
Exercise sound judgment while balancing customer requests with company capabilities and operational priorities
Demonstrate professionalism, accountability, and reliability in all interactions and responsibilities
Maintain a professional appearance and demeanor while representing SIS in healthcare facilities
Professional Development
Participate in ongoing training and self-development related to surgical devices, repair processes, customer service, and healthcare operations
Stay informed on industry trends, best practices, and SIS service capabilities
Collaborate with education teams and leadership to strengthen technical and consultative skills
Requirements
Have a reliable vehicle to drive to and from hospitals and local shipping facilities
Work independent of direct supervision and be a proactive self-starter
Have excellent communication and interpersonal skills
Possess the ability, commitment and ambition to assume increased responsibility
Be proficient with computer, tablet, and smartphone technology
Be able to occasionally lift and carry up to 20 pounds
#J-18808-Ljbffr
Kontaktdaten:
Surgical Instrument Service Company (SIS) Recruiting-Team
