Overview

Description: Job Title: Account ManagerPosition 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 RelationshipDevelop and maintain strong professional relationships with hospital personnel, including SPD, OR, Endoscopy, Materials Management, and clinical leadership Communicate to SIS about what the customer needsCommunicate to SIS about what the customer needsCommunicate to the Customer about what SIS needs from them to facilitate supportLead and direct conversations to gain targeted outcomes in training, education and in servicesHave an "improvement" mindset- always look for opportunities to help customer/company improve outcomesSet and maintain expectations related to repairs, services, loaner equipment, and equipment salesProvide feedback on contract performance and service utilization to identify mutual business opportunities during regular business reviewsService Coordination & Operational SupportCoordinate repair pickups, deliveries, loaner equipment, and related logistics for assigned accounts.Coordinate on-site repair visitsManage customer expectations regarding repair timelines, order status, loaner availability, and service capabilitiesAdvocate for the customer with internal SIS teamAccurately complete and submit all repair orders, shipping documentation, sales requests, and customer forms in accordance with company proceduresUtilize SISCOMS and related systems to track repairs, manage loaner requests, review reports, monitor order statuses, and maintain customer recordsFollow all established procedures for rush repairs, priority requests, approvals, and customer-specific requirementsEnsure accurate proof of delivery documentation and digital signature collectionCustomer EducationProvide formal and informal in-service education regarding proper device care, handling, inspection, testing, and transportation practicesEducate 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 severityCoordinate and support onsite specialty services including chamber cleaning, rolling stock repair, OR table cleaning, and related operational servicesMaintain 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 GrowthSupport solution-based sales efforts by identifying customer pain points and recommending appropriate services or programsParticipate in customer business reviews to evaluate service utilization, operational performance, and growth opportunitiesCollaborate with leadership and internal teams regarding market trends, customer feedback, and operational improvement opportunitiesInternal CommunicationClear, complete, and timely submission of all paperworkProvide 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 overviewsMaintain credentialing as needed for customer access (HealthTrust, Green Security, Symplr, etc)Capabilities:Communication & Professional StandardsCommunicate clearly, professionally, and promptly with customers, coworkers, leadership, and support departmentsMaintain organized customer records, communication history, and documentationExercise sound judgment while balancing customer requests with compa