Customer Experience Representative (Eastern Ontario)

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

Job summary

A leading company in the medical device industry is seeking a Customer Experience Representative to enhance customer relations and support sales initiatives. The role involves building trust with customers, providing education, and optimizing equipment use. The ideal candidate will have a university degree, significant healthcare experience, and strong communication skills.

Qualifications

• Minimum 5 years in healthcare environment.
• Training in process workflows or lean six sigma is an asset.

Responsibilities

• Enhance customer experience through value-based programs.
• Provide education, training, workflow improvements, and product support.
• Support sales initiatives and lead equipment demos.

Skills

Communication

Bilingual

Attention to detail

Education

University Degree

Tools

Microsoft Office Suite

Job description

Customer Experience Representative (Eastern Ontario)

Join to apply for the Customer Experience Representative (Eastern Ontario) role at PENTAX Medical Americas.

Company Overview

At PENTAX Medical, we prioritize our customers and aim to deliver a remarkable experience through our commitment to understanding their needs, being agile, and connecting them to a community of experts. Our mission is to improve patient care and healthcare quality by providing innovative, high-quality endoscopic products and services.

We foster positive careers and believe our employees are our greatest strength, enabling us to provide unmatched service and satisfaction.

Job Summary

The Customer Experience Representative (CXR) will build trust with customers and support Territory Managers, reporting to the Regional Business Manager.

Main Responsibilities

1. Enhance customer experience through value-based programs.
2. Develop relationships with nursing staff, reprocessing teams, and biomedical engineers to uncover insights for value-based solutions.
3. Implement programs to optimize equipment use, reduce repair costs, and minimize downtime (PENTAX Medical ASSURE programs).
4. Conduct audits of MDRD and endoscopy units, providing solutions for identified gaps.
5. Provide education, training, workflow improvements, and product support to improve efficiency and outcomes.
6. Troubleshoot and liaise with head office to resolve customer issues.
7. Support sales initiatives and lead equipment demos from installation to clinical use.
8. Identify sales leads and collaborate with the Territory Manager to pursue opportunities.
9. Support sales with clinical, technical, or process expertise and contribute to sales presentations.
10. Understand territory and regional strategies to grow the business.
11. Provide on-site support for equipment issues and coordinate with Technical Service.
12. Track activities in CRM systems accurately and timely.
13. Represent PENTAX at trade shows and meetings to generate leads.
14. Collaborate across functions and locations, demonstrating a proactive approach to problems and opportunities.

Qualifications

• University Degree required; healthcare, business, or engineering preferred.
• Minimum 5 years in healthcare environment (hospital or commercial).
• Willingness to work in MDRD and endoscopy environments.
• Ability to travel up to 25%, including overnight and weekends, across Canada and the US.
• Bilingual in English and French.
• Valid driver’s license and access to a vehicle.
• Strong communication skills at all organizational levels.
• Training in process workflows or lean six sigma is an asset.
• Proficiency in Microsoft Office Suite.
• Attention to detail and accuracy.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Medical Device