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S
Account Manager
Surgical Instrument Service. Serve as the primary liaison between Surgical Instrument Service (SIS) and assigned healthcare facilities .
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Have a reliable vehicle to drive to and from hospitals and local shipping facilities
- Work independently 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
- Maintain credentialing as needed for customer access (HealthTrust, Green Security, Symplr, etc.)
- Comprehensive understanding of the surgical modalities serviced: flex, rigid, power, stainless, and lap
- Knowledge of surgical instruments, medical terminology, surgical specialties, and perioperative workflows
Benefits
Comp & perks- Ongoing training and self-development related to surgical devices, repair processes, customer service, and healthcare operations
- Professional development opportunities through collaboration with education teams and leadership
- Full-time employment