Integration Account Manager (IAM)

Job Title: Integration Account Manager (IAM)

Reports To:  Field Operations Lead

Location: Western US

Are you looking to make a difference in your career and become part of an innovative, global medical device company? Ambu is the industry leader in single-use endoscopy, and together, we rethink solutions to save lives and improve patient care We are led by our values of Results with Speed, Integrity, and Collaboration. If you are excited by the idea of contributing in a fast-paced, fast-growing global organization where your work can make a real difference, we want you to join our team.

Position Summary: We are currently seeking an Integration Account Manager (IAM) who will be an expert in performing video integration and installation services, system maintenance and/or upgrades, and technical support for Ambu's Endoscopy products and third-party connector. You will help to drive product adoption and utilization, while also driving both internal and external customer satisfaction through service excellence. This position is well suited for a customer-centric individual with a proactive, strategic, and collaborative mindset. 

Responsibilities and Essential Functions:

•  Build impactful relationships with the Endoscopy sales teams by acting as a resource to identify targeted existing accounts, SALs, and other qualified leads
• Proactively manage assigned region by setting your own schedule/appointments, partnering with Ambu field personnel to drive consistent activity on a weekly basis that includes but not limited to:  site surveys, product installations, and account maintenance
• Build and maintain internal relationships by offering support to all Ambu colleagues in your assigned territory – Sales Reps, CTS, RSDs, MDMs, and AVPs (i.e., schedule building, field rides with Sales Reps and/or CTS, document field support, etc.)
• Build and maintain external relationships with established customers in your territory (i.e., regular check ins with department management, perform maintenance inspections, etc.)
• Become a recognized expert in product technical competencies and answer a wide range of questions concerning technical applications and system capabilities
• Provide technical on-site support, as needed, during product demonstrations and clinical procedures
• Assist in coordination of system delivery (e.g. confirming site readiness, lead times for third-party deliverables, facility IT preparedness)
• Maintain customer service logs and internal service records daily that satisfy company quality requirements and specifications
• Train customer(s) on new features or enhancements made to existing features
• Troubleshoot, repair, or replace Ambu's products and associated equipment failures
• Manage individually assigned spare parts, capital equipment and other Ambu asset(s) inventories
• Act as a liaison for customers to US Headquarters and Sales regarding issues, opportunities, and threats
• Build and maintain internal relationships by offering support to all Ambu colleagues in your assigned territory – Sales Reps, CTS, RSDs, MDMs, and AVPs (i.e., schedule building, field rides with Sales Reps and/or CTS, document field support, etc.)
• Build and maintain external relationships with established customers in your territory (i.e., regular check ins with department management, perform maintenance inspections, etc.)
• Subject matter expert on the following products but not limited to, aBox, abox2, AV2A
  • Ability to stand for long periods at a time.
  • Able to lift 75 lbs. and move object(s) up to 150 lbs.

Travel:

• Up to 75% travel to support assigned region, trainings (virtual and/or in person), product launches, etc.  
• Valid and clean driver's license, and willingness to fly
• Candidate must live within assigned territory

Qualifications and Skills:

• 3-5 years of field service and/or technical customer service experience
• University degree or advanced training in Engineering, Electronics, Management Information Services, Mechanical Technology or equivalent  professional experience
• Experience in diagnosing and repairing mechanical, optical and electronic equipment. Medical Device experience a plus
• Experience with showcasing video editing and HW/SW testing for multimedia applications, as well as familiarity with multimedia server applications and video data management
• Proven ability to understand and implement mechanical, electrical, and schematic drawings
• Proficient in LINUX, Microsoft Operating Systems, and CRM reports
• Strong analytic and problem-solving skills
• Strong communication (written and verbal) and organizational skills
• Ability to manage various projects at a time
• Comfortable in a physician and clinical/patient care environment
• Competent in knowledge and implementation of Hospital/ASC protocol