Customer Experience Representative - British Columbia (Canada)

Organization Overview:

At PENTAX Medical we put our customers at the center of everything we do and strive to differentiate ourselves as a medical device company that delivers a remarkable customer experience. We accomplish this by ensuring that we deliver on our brand promise to each and every customer. This promise includes a commitment to developing a holistic understanding of their needs and challenges, being agile and flexible in our response to those needs, being dedicated to their success and ensuring that we connect them to a community of experts to share best practices and solutions. All this while advancing our mission to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on quality, clinically relevant innovation and simplicity.

We are committed to working with our employees to create positive, challenging and fulfilling careers. We believe that our employees are our greatest strength and enable us to deliver unmatched service and satisfaction to our customers.

Job Summary:

Reporting to the Regional Business Manager (RBM) - Western Canada, the Customer Experience Representative (CXR) will combine the candidate’s desire to create a world class customer experience through value based programs, while developing a deep understanding of the customer program needs to increase the value we can deliver going forward. This approach will build a strong level of trust and collaboration with the customer which will create opportunities to qualify PENTAX solutions, thereby providing sales support for the Territory Manager. The Customer Experience Representative will be responsible for managing the delivering of value based programs and supporting key sales support initiatives within their assigned territory.

Main Duties & Responsibilities:

Elevating Customer Experience Through Value-based Programs

• Troubleshooting and liaising with PENTAX Canada head office to rectify any customer experience issues.
• Develop strong working relationships with nursing staff, reprocessing team and biomedical engineers to uncover deep customer insights that could lead to value based solutions.
• Deliver value-based programs to support the optimized utilization of equipment and minimize repair costs and equipment downtime (PENTAX Medical ASSURE branded programs).
• Provide audit assessments of MDRD and endoscopy unit including solutions for gaps identified
• Deliver continual education, certification training, workflow improvements and product offerings to improve program efficiency and procedural outcomes.

Support sales initiatives

• Lead the equipment demo process from installation through clinical use to ensure equipment is performing to specification.
• Identify sales pipeline leads identified through customer conversations or audit process and collaborate with Territory Manager to deliver on opportunities.
• Develop strong understanding of territory and regional strategy for all franchises.
• Use knowledge of accounts to help determine and the overall strategy to grow the business with Territory Manager.
• Support the sales team with clinical, technical or process expertise in preparation for sales interactions or business reviews.
• Contribute to the development and delivery of product-related sales presentations.

Additional role expectations:

• Track and report on activities accurately and on-time within CRM systems (ie. Customer interactions, scheduled Preventative Maintenance, installations etc).
• Represent PENTAX in local, regional and national trade shows and society meetings to generate leads and develop the business.
• Sense of Urgency: Proactively sense, and take action with problems and opportunities.
• Provide on-site support for issues with the operation or set up of customer equipment. Liaise with Technical Service for resolution of complex issues
• Collaboration: Work well across functions and locations in order to build effective teams.

Qualifications – Education, Experience, Skills And Expertise

• Formal training in process workflows or lean six sigma is an asset.
• University Degree is required. Degree in healthcare, business, engineering is preferred.
• Willingness to work in a Medical Device Reprocessing Department (MDRD) environment and endoscopy room.
• Valid driver’s license and availability to a vehicle daily.
• Ability to travel as necessary (approx. 25%), which may include overnight and/or weekend travel as dictated by the customer and business needs, some travel across Canada and to the US.
• High degree of attention to detail and accuracy of work.
• Extended hours are required to address emergency service calls occasionally with short notice and on-call rotation coverage.
• Strong user of Microsoft Office programs including Word, Excel and PowerPoint, Outlook, etc.
• A minimum of 5 years in the healthcare environment (hospital or commercial organization).
• Communication: strong ability to communicate well at all levels of the organization and hospitals.