Associate Director, OR1 Customer Experience & Critical Response Job at KARL STORZ, United States

TkM3aUdRRWppZ0FVNlo5T0dFMHVXYWZ5MEE9PQ==
  • KARL STORZ
  • United States

Job Description

This role will have upto 50% travel

Why you will love this role :

Drive Excellence in Customer Experience and Critical Response.
At KARL STORZ , innovation and customer trust define who we are. As the Associate Director, OR1 Customer Experience & Critical Response , you’ll lead a high-impact team responsible for advanced issue management, executive-level escalation response, and ensuring our customers experience swift, effective resolutions that protect and elevate the KARL STORZ brand.

What you will be doing:

  • Serve as the primary executive contact for C-suite and enterprise-level customers, ensuring transparent communication, rapid response, and long-term satisfaction.
  • Lead the Critical Response Team (CRT)—including field engineers, software developers, and network specialists—to resolve complex technical and operational challenges.
  • Oversee escalation management across OR1 Field Operations , collaborating with Customer Success, Deployment, Performance Support, Engineering, and Quality teams to deliver timely resolutions.
  • Present at customer sites and executive meetings as the face of KARL STORZ for critical issues, executive reporting, and recovery plans.
  • Use data-driven insights to identify trends, prevent recurring issues, and strengthen service delivery models.
  • Partner cross-functionally with Sales, Marketing, Logistics, and Quality to align enterprise response strategies and improve customer experience outcomes.
  • Promote a culture of accountability, collaboration, and continuous improvement within the OR1 organization.

What You Bring:

  • 8+ years of experience in medical device sales, service, or customer success; 2+ years of field-based managerial experience.
  • Proven track record managing complex customer escalations and issue resolution in a matrixed environment.
  • Bachelor’s degree required; advanced degree preferred.
  • Strong technical aptitude with the ability to understand and communicate complex systems.
  • Exceptional leadership, communication, and stakeholder management skills.
  • Highly organized, analytical, and proactively to prioritize in fast-paced, high-stakes situations

Who we are:

  • KARL STORZ is an independent, family-owned company headquartered in Germany’s renowned MedTech manufacturing region. For 80 years, we’ve pioneered the most groundbreaking innovations in minimally invasive surgery and OR integration to benefit patients and healthcare providers alike. With more than 9,000 associates worldwide and 1,800 in the US, we pride ourselves on harnessing cutting-edge technology, precise workmanship, and unrivaled customer support to help healthcare facilities manage costs, streamline operations, and deliver positive patient outcomes. With onsite locations and field opportunities across the country, we attract a diverse and talented staff, unified by the desire to foster positive change in the world. Because it’s not just about the tools we create, it’s about the lives we change, together. 

#NM-LI1

Job Tags

Worldwide,

Similar Jobs

NYC Health + Hospitals/Correctional Health Services

Patient Care Associate - Correctional Health Services *Evening Tour* Float Job at NYC Health + Hospitals/Correctional Health Services

 ...Description Employed by PAGNY for The Division of Correctional Health Services (CHS) of New York City Health + Hospitals (H+H) is responsible for the delivery of medical care, mental health care, and discharge planning in the jail system. Approximately 25% of new... 

Antwerpen Automotive

Antwerpen General Manager Job at Antwerpen Automotive

Automotive General Manager - Executive Leadership OpportunityAntwerpen Automotive GroupCome join our executive team at Antwerpen Automotive. This is a true operator role with unlimited upside.Antwerpen Automotive has an immediate opening for a top-performing General... 

WizeHire, Inc

Chief Technical Officer Job at WizeHire, Inc

The Chief Technical Officer (CTO) is responsible for leading the companys technological vision, strategy, and execution. The CTO will oversee all aspects of technology development, innovation, and infrastructure, ensuring alignment with the companys overall goals and...

Big I Illinois

Meeting and Event Coordinator / Administrative Assistant Job at Big I Illinois

 ...Benefits: ~401(k)~ Health insurance ~ Paid time off ~ Training & development Meeting and Event Coordinator/Administrative Assistant We're looking for a dynamic person to support events, communications and membership initiatives for membership organizations... 

Marriott International

Hair Stylist and Nail Technician Job at Marriott International

 ...conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and...