Account Manager

Description

Job Title: 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

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