Account Manager
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 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 company capabilities and operational prioritiesDemonstrate professionalism, accountability, and reliability in all interactions and responsibilitiesMaintain a professional appearance and demeanor while representing SIS in healthcare facilitiesProfessional DevelopmentParticipate in ongoing training and self-development related to surgical devices, repair processes, customer service, and healthcare operationsStay informed on industry trends, best practices, and SIS service capabilitiesCollaborate with education teams and leadership to strengthen technical and consultative skillsRequirements:Have a reliable vehicle to drive to and from hospitals and local shipping facilitiesWork independent of direct supervision and be a proactive self-starterHave excellent communication and interpersonal skillsPossess the ability, commitment and ambition to assume increased responsibilityBe proficient with computer, tablet, and smartphone technologyBe able to occasionally lift and carry up to 20 pounds#ZR
Company DescriptionFor 54 years, Surgical Instrument Service Company, Inc. (SIS) has been providing superior products and services to hospitals and healthcare facilities across the country. We pride ourselves on the personalized service we provide to each one of our customers.Do you love working with your hands? Are you mechanically inclined? Are you interested in a career that helps others? Join the SIS Team!
**NO ENDOSCOPE REPAIR EXPERIENCE REQUIRED! **
SIS is currently looking for motivated team players to fill positions as Flexible Endoscope Repair Technicians. The entry-level repair technician works under the supervision and tutelage of experienced Repair Technicians to learn to repair and refurbish flexible endoscopes according to original manufacturer specifications.
Job Title: Flexible Endoscope Repair Technician
Essential Job Functions:
Evaluate and diagnose issues and determine required repairs for incoming flexible endoscopesRepair, refurbish, recondition, or replace missing or worn parts of flexible endoscopes to OEM specifications Using SIS order entry system, input required data needed to generate accurate repair quotes for customersAccurately complete all evaluation, estimate, and quality control paperwork in a timely mannerRegularly communicate anticipated repair completion datesAdhere to safety guidelines at all timesWork as valuable partner to the customer and an effective SIS team memberActively participate in continuing education and trainingOther duties as assignedMaintain clean and organized work areaActively participate in continued education and trainingRequirements:• Teachable, able to follow instructions, and willing to learn
• Mechanical aptitude required
• Acute attention to detail and an aptitude for analyzing and solving problems
• Ability to work in a fast-paced environment while keeping safety and service paramount
• Ability to maintain a professional demeanor
• Capable of using both hands to manipulate instruments, tools and machinery
• Availability to work occasional overtime
• Ability to read, write, speak, and understand English
• High school graduate or equivalent
What You Have To Bring That We Cannot Teach
Integrity, energy, creativity, and a positive attitudeCollaborative spiritCritical thinking and good judgmentSelf-driveAttention to detailComputer savvy: Office 365, iPad operation, general comfort and competence.Commitment to communicating with clarity; strong written and verbal communication skillsWillingness to maintain a professional and clean workspace, and assist in shop housekeeping as requiredPhysical & Mental Requirements
Must have the physical and mental strength and endurance to be able to perform duties, as well as the ability to handle stressors of the position in operational and administrative situations, all with a good attitude. Expected to stand, sit, walk, bend, talk, hear, smell, see, and operate tools, and controls.
#ZR
Company DescriptionFor 54 years, Surgical Instrument Service Company, Inc. (SIS) has been providing superior products and services to hospitals and healthcare facilities across the country. We pride ourselves on the personalized service we provide to each one of our customers.The Instrument Repair Technician Trainee works under the supervision and tutelage of experienced Repair Technicians to learn to repair and refurbish a full range of stainless surgical instruments according to original manufacturer and company specifications. The entry-level technician will learn to evaluate instrumentation and execute repairs according to industry best practices and the highest company standards. He/she must present a professional demeanor and take ownership of responsibilities, acting proactively on behalf of the company and the customer, and ensuring the highest quality customer experience.
Requirements:During the course of training, the Instrument Repair Technician Trainee will learn to:
Capabilities:
Teachable, able to follow instructions, and willing to learnMechanical aptitude requiredAcute attention to detail and aptitude for analyzing and solving problemsAbility to work in a fast-paced environment while keeping safety and service paramountCapable of using both hands to manipulate instruments, tools and machineryAbility to maintain a professional demeanorCapable of standing/being on feet majority of the dayBasic computer skillsAbility to read, write, speak, and understand EnglishHigh school graduate or equivalentRelevant experience preferredEssential Job Functions:
Sharpen, straighten, align, refurbish, recondition, repair, replace missing or worn parts of customer instrumentation according to industry best practices and company guidelines.Repair, calibrate, refurbish all general and specialty instrumentation and various other medical equipment as is customary to repair in a mobile unit, and forward other equipment to designated service location.Ensure all information provided to home office is correct and accurately recorded, including purchase order numbers where appropriate.Interact with hospital personnel in a professional and timely manner regarding repairs and upkeep of instrumentation to ensure customer service satisfaction.Generate and distribute paperwork to customers such as invoices, tray requests, tray rotation, and other documentation as required by SIS or the customer.Maintain a master tray list for each customer including service datesMaintain mobile repair lab inventory and supply levels, ensure periodic maintenance/repair of vehicle, and maintain all service logs according to SIS SOP for Instrument Care Units.Adhere to hospital criteria, products, special contract terms, etc.Identify areas of improvement regarding quality issues, and offer solutionsActively participate in continued education and trainingCapabilities:
Acute attention to detail and aptitude for for analyzing and solving problems
Ability to work in a fast-paced environment while keeping safety and service paramount
Relevant experience preferred
Must be able to pass DOT medical exam and have an acceptable driving record
Maintain a professional demeanor
Basic computer skills
Ability to read, write, speak, and understand English
Capable of standing/being on feet majority of the day
Capable of occasionally lifting items up to 50 pounds
Read LessDo you love working with your hands? Are you mechanically inclined? Are you interested in a career that helps others? Join the SIS Team!
**NO ENDOSCOPE REPAIR EXPERIENCE REQUIRED! **
SIS is currently looking for motivated team players to fill positions as Endoscope Repair Technicians. The entry-level repair technician works under the supervision and tutelage of experienced Repair Technicians to learn to repair and refurbish scopes according to original manufacturer specifications.
Job Title: Surgical Equipment Repair Technician
Essential Job Functions:
Evaluate and diagnose issues and determine required repairs for incoming rigid and flexible endoscopes and surgical toolsRepair, refurbish, recondition, or replace missing or worn parts to OEM specificationsUsing SIS order entry system, input required data needed to generate accurate repair quotes for customersAccurately complete all evaluation, estimate, and quality control paperwork in a timely mannerRegularly communicate anticipated repair completion datesAdhere to safety guidelines at all timesWork as valuable partner to the customer and an effective SIS team memberActively participate in continuing education and trainingOther duties as assignedMaintain clean and organized work areaActively participate in continued education and trainingRequirements:• Teachable, able to follow instructions, and willing to learn
• Mechanical aptitude required
• Acute attention to detail and an aptitude for analyzing and solving problems
• Ability to work in a fast-paced environment while keeping safety and service paramount
• Ability to maintain a professional demeanor
• Capable of using both hands to manipulate instruments, tools and machinery
• Availability to work occasional overtime
• Ability to read, write, speak, and understand English
• High school graduate or equivalent
What You Have To Bring That We Cannot Teach
Integrity, energy, creativity, and a positive attitudeCollaborative spiritCritical thinking and good judgmentSelf-driveAttention to detailComputer savvy: Office 365, iPad operation, general comfort and competence.Commitment to communicating with clarity; strong written and verbal communication skillsWillingness to maintain a professional and clean workspace, and assist in shop housekeeping as requiredPhysical & Mental Requirements
Must have the physical and mental strength and endurance to be able to perform duties, as well as the ability to handle stressors of the position in operational and administrative situations, all with a good attitude. Expected to stand, sit, walk, bend, talk, hear, smell, see, and operate tools, and controls.
Account Manager
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 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 company capabilities and operational prioritiesDemonstrate professionalism, accountability, and reliability in all interactions and responsibilitiesMaintain a professional appearance and demeanor while representing SIS in healthcare facilitiesProfessional DevelopmentParticipate in ongoing training and self-development related to surgical devices, repair processes, customer service, and healthcare operationsStay informed on industry trends, best practices, and SIS service capabilitiesCollaborate with education teams and leadership to strengthen technical and consultative skillsRequirements:Have a reliable vehicle to drive to and from hospitals and local shipping facilitiesWork independent of direct supervision and be a proactive self-starterHave excellent communication and interpersonal skillsPossess the ability, commitment and ambition to assume increased responsibilityBe proficient with computer, tablet, and smartphone technologyBe able to occasionally lift and carry up to 20 pounds#ZR
Read LessThe Onsite Technician Trainee will be responsible for repairing and refurbishing a full range of surgical instruments according to industry best practices and company specifications. Work will be completed in a company-provided mobile lab which the trainee will learn to maintain. The Onsite Technician Trainee must be able to work independently and must exhibit the drive and integrity needed to provide consistent results for customers.
After successful completion of the initial training at the SIS headquarters, the Onsite Technician Trainee will be relocated to a customer location within the continental U.S. for a minimum of one year. This is a great opportunity for travel and to build a career. If relocation is not a possibility for you, please apply to other SIS job postings which do not require a move.
During the course of training, the Onsite Technician Trainee will learn to:
Sharpen, straighten, align, refurbish, recondition, repair, replace missing or worn parts of customer instrumentation according to industry best practices and company guidelinesRepair, calibrate, refurbish all general and specialty instrumentation and various other medical equipment as is customary to repair in a mobile labEnsure all information provided to home office is correct and accurately recordedInteract with hospital personnel in a professional manner to ascertain necessary repairs and make recommendations to hospital personnel regarding upkeep of instrumentation and to perform all other necessary interaction to ensure customer service satisfactionReceive and return instrumentation to customer in a professional and timely manner, consult with hospital personnel regarding instrumentation and repairs, and make recommendations to hospital personnel regarding instrumentation as necessaryMaintain lab inventory and supply levels as well as adhere to SIS SOP for Mobile Repair LabsForward any equipment not designated for repair on Mobile Repair Lab to appropriate repair locationMaintain service logs for Mobile Lab and Mobile Lab accessories and equipmentAdhere to hospital criteria, products, special contract terms, etcPerform and/or ensure periodic maintenance/repair of Mobile Lab (tire rotation/change, major motor, body, generator repair, etc.) or bring vehicle to a specialist for other maintenance and repair as appropriateGenerate and distribute paperwork to customers such as invoices, tray requests, tray rotation, and other documentation as required by SIS or the customerAcquire a purchase order number from customers for each repair visit where appropriateMaintain a master tray list for each customer including service datesIdentify areas of improvement regarding quality issues and offer solutionsActively participate in continued education and trainingAny and all duties as assigned by SISCapabilities:
Capable of using both hands to manipulate instruments, tools and machineryAbility to read, write, speak, and understand EnglishAbility to work well under deadlinesAcute attention to detailAbility to operate autonomouslyAptitude for analyzing and solving problemsCapable of standing/being on feet majority of the dayCapable of occasionally lifting items up to 50 poundsMaintain a professional demeanor#ZR
Company DescriptionFor 54 years, Surgical Instrument Service Company, Inc. (SIS) has been providing superior products and services to hospitals and healthcare facilities across the country. We pride ourselves on the personalized service we provide to each one of our customers.Do you love working with your hands? Are you mechanically inclined? Are you interested in a career that helps others? Join the SIS Team!
**NO ENDOSCOPE REPAIR EXPERIENCE REQUIRED! **
SIS is currently looking for motivated team players to fill positions as Flexible Endoscope Repair Technicians. The entry-level repair technician works under the supervision and tutelage of experienced Repair Technicians to learn to repair and refurbish flexible endoscopes according to original manufacturer specifications.
Job Title: Flexible Endoscope Repair Technician
Essential Job Functions:
Evaluate and diagnose issues and determine required repairs for incoming flexible endoscopesRepair, refurbish, recondition, or replace missing or worn parts of flexible endoscopes to OEM specifications Using SIS order entry system, input required data needed to generate accurate repair quotes for customersAccurately complete all evaluation, estimate, and quality control paperwork in a timely mannerRegularly communicate anticipated repair completion datesAdhere to safety guidelines at all timesWork as valuable partner to the customer and an effective SIS team memberActively participate in continuing education and trainingOther duties as assignedMaintain clean and organized work areaActively participate in continued education and trainingRequirements:• Teachable, able to follow instructions, and willing to learn
• Mechanical aptitude required
• Acute attention to detail and an aptitude for analyzing and solving problems
• Ability to work in a fast-paced environment while keeping safety and service paramount
• Ability to maintain a professional demeanor
• Capable of using both hands to manipulate instruments, tools and machinery
• Availability to work occasional overtime
• Ability to read, write, speak, and understand English
• High school graduate or equivalent
What You Have To Bring That We Cannot Teach
Integrity, energy, creativity, and a positive attitudeCollaborative spiritCritical thinking and good judgmentSelf-driveAttention to detailComputer savvy: Office 365, iPad operation, general comfort and competence.Commitment to communicating with clarity; strong written and verbal communication skillsWillingness to maintain a professional and clean workspace, and assist in shop housekeeping as requiredPhysical & Mental Requirements
Must have the physical and mental strength and endurance to be able to perform duties, as well as the ability to handle stressors of the position in operational and administrative situations, all with a good attitude. Expected to stand, sit, walk, bend, talk, hear, smell, see, and operate tools, and controls.
#ZR
Read LessThe Onsite Technician Trainee will be responsible for repairing and refurbishing a full range of surgical instruments according to industry best practices and company specifications. Work will be completed in a company-provided mobile lab which the trainee will learn to maintain. The Onsite Technician Trainee must be able to work independently and must exhibit the drive and integrity needed to provide consistent results for customers.
After successful completion of the initial training at the SIS headquarters, the Onsite Technician Trainee will be relocated to a customer location within the continental U.S. for a minimum of one year. This is a great opportunity for travel and to build a career. If relocation is not a possibility for you, please apply to other SIS job postings which do not require a move.
During the course of training, the Onsite Technician Trainee will learn to:
Sharpen, straighten, align, refurbish, recondition, repair, replace missing or worn parts of customer instrumentation according to industry best practices and company guidelinesRepair, calibrate, refurbish all general and specialty instrumentation and various other medical equipment as is customary to repair in a mobile labEnsure all information provided to home office is correct and accurately recordedInteract with hospital personnel in a professional manner to ascertain necessary repairs and make recommendations to hospital personnel regarding upkeep of instrumentation and to perform all other necessary interaction to ensure customer service satisfactionReceive and return instrumentation to customer in a professional and timely manner, consult with hospital personnel regarding instrumentation and repairs, and make recommendations to hospital personnel regarding instrumentation as necessaryMaintain lab inventory and supply levels as well as adhere to SIS SOP for Mobile Repair LabsForward any equipment not designated for repair on Mobile Repair Lab to appropriate repair locationMaintain service logs for Mobile Lab and Mobile Lab accessories and equipmentAdhere to hospital criteria, products, special contract terms, etcPerform and/or ensure periodic maintenance/repair of Mobile Lab (tire rotation/change, major motor, body, generator repair, etc.) or bring vehicle to a specialist for other maintenance and repair as appropriateGenerate and distribute paperwork to customers such as invoices, tray requests, tray rotation, and other documentation as required by SIS or the customerAcquire a purchase order number from customers for each repair visit where appropriateMaintain a master tray list for each customer including service datesIdentify areas of improvement regarding quality issues and offer solutionsActively participate in continued education and trainingAny and all duties as assigned by SISCapabilities:
Capable of using both hands to manipulate instruments, tools and machineryAbility to read, write, speak, and understand EnglishAbility to work well under deadlinesAcute attention to detailAbility to operate autonomouslyAptitude for analyzing and solving problemsCapable of standing/being on feet majority of the dayCapable of occasionally lifting items up to 50 poundsMaintain a professional demeanor#ZR
Read LessDo you love working with your hands? Are you mechanically inclined? Interested in a career that helps others? Join the SIS Team! ** NO SURGICAL INSTRUMENT EXPERIENCE REQUIRED! **
SIS is currently looking for motivated team players to fill positions as Repair Technicians for surgical instruments and endoscopes. The entry-level Repair Technician works under the supervision and tutelage of experienced repair technicians to learn to repair and refurbish a full range of surgical instruments according to original manufacturer and company specifications. He/She will learn to evaluate instrumentation and execute repairs according to industry best practices and the highest company standards. The entry-level repair technician will follow all safety guidelines for operating repair machinery. He/She must take ownership of responsibilities and act proactively on behalf of the company and the customer, ensuring the highest quality customer experience.
Essential Job Functions:
Adjust, calibrate, restore and/or repair customer instrumentation through various means as instructed by and under the supervision of Repair Technicians and Technical Supervisors according to industry best practices and company guidelines Troubleshoot malfunctioning instrumentation Test and verify effectiveness of all completed work Adhere to all safety guidelines at all times Identify areas of improvement regarding quality issues, and offer solutions Work as a valuable partner to the customer and an effective SIS team member Actively participate in continued education and training Other duties as assigned Requirements:Qualifications:
Teachable, able to follow instructions, and willing to learn Mechanical aptitude required Acute attention to detail and an aptitude for analyzing and solving problems Ability to work in a fast-paced environment while keeping safety and service paramount Ability to maintain a professional demeanor Capable of using both hands to manipulate instruments, tools and machinery Availability to work occasional overtime Ability to read, write, speak, and understand English High school graduate or equivalent