Customer Experience Representative (CXR)

PENTAX Medical Americas; Calgary; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Experience Representative to enhance customer satisfaction and support Territory Managers. This role focuses on building strong relationships with healthcare professionals, delivering value-based programs, and providing on-site support for medical equipment. The ideal candidate will possess a university degree, strong communication skills, and a commitment to improving customer experiences. With opportunities for travel and professional growth, this position offers a rewarding career path in the medical device industry, where your contributions will make a significant impact on patient care and operational efficiency.

Qualifications

• 5+ years in a healthcare environment, preferably in a hospital or commercial organization.
• University degree required, preferably in healthcare, business, or engineering.

Responsibilities

• Build trust and collaboration with customers and support Territory Managers.
• Deliver value-based programs to optimize equipment utilization and minimize costs.

Skills

Strong communication skills

Attention to detail

Ability to build relationships

Problem-solving

Education

University Degree

Degree in healthcare, business, or engineering

Tools

Microsoft Office

CRM systems

Job description

Position: Customer Experience Representative (CXR)

Location: Calgary, Alberta

Job Id: 20241126

# of Openings: 1

Company 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, which includes a commitment to developing a holistic understanding of their needs and challenges, being agile and flexible in our response, and connecting them to a community of experts to share best practices and solutions.

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:

PENTAX Canada Inc. has an opening for a Customer Experience Representative (CXR) who will be responsible for building trust and collaboration with the PENTAX Medical customer and supporting Territory Managers. This position will report to the Regional Business Manager.

Main Responsibilities/Main Tasks of the Customer Experience Representative (CXR):

• Elevating customer experience through value-based programs:
• 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.
• Troubleshoot and liaise with PENTAX head office to rectify any customer experience issues.
• Lead the equipment demo process from installation through clinical use to ensure equipment is performing to specification.
• Identify sales pipeline leads through customer conversations or audit processes and collaborate with Territory Manager to deliver on opportunities.
• 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.
• Develop a strong understanding of territory and regional strategy for all franchises.
• Use knowledge of accounts to help determine the overall strategy to grow the business with the Territory Manager.

Additional role expectations:

• Provide on-site support for issues with the operation or setup of customer equipment. Liaise with Technical Service for resolution of complex issues.
• Track and report on activities accurately and on-time within CRM systems (i.e., 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.
• Collaboration: Work well across functions and locations to build effective teams.
• Sense of Urgency: Proactively sense and take action with problems and opportunities.

Qualifications:

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