Surgical Instrument Service

Account Manager

• Serve as the primary liaison between Surgical Instrument Service (SIS) and assigned healthcare facilities
• Build and maintain professional relationships with hospital personnel, including SPD, OR, Endoscopy, Materials Management, and clinical leadership
• Communicate customer needs to SIS and SIS requirements to customers
• Lead conversations and support targeted outcomes in training, education, and in-services
• Set and maintain expectations for repairs, services, loaner equipment, and equipment sales
• Provide feedback on contract performance and service utilization during business reviews
• Coordinate repair pickups, deliveries, loaner equipment, and related logistics
• Coordinate on-site repair visits
• Manage customer expectations regarding repair timelines, order status, loaner availability, and service capabilities
• Advocate for customers with the internal SIS team
• Complete and submit repair orders, shipping documentation, sales requests, and customer forms
• Use SISCOMS and related systems to track repairs, manage loaner requests, review reports, monitor order statuses, and maintain customer records
• Follow procedures for rush repairs, priority requests, approvals, and customer-specific requirements
• Ensure accurate proof-of-delivery documentation and digital signature collection
• Deliver formal and informal in-service education on device care, handling, inspection, testing, and transportation
• Educate customers on SIS repair processes, turnaround times, repair categories, and service offerings
• Use repair trend data, Failure Trend Reports, device history reports, and customer reporting tools to identify improvement opportunities
• Coordinate and support onsite specialty services, including chamber cleaning, rolling stock repair, OR table cleaning, and related operational services
• 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 on market trends, customer feedback, and operational improvements
• Submit paperwork and required information to Home Office staff
• Work with sales leaders and operations to monitor and improve customer experience
• Provide regular status updates and client overviews
• Maintain required customer-access credentialing
• Participate in ongoing training and stay informed on industry trends, best practices, and SIS service capabilities