Senior Customer Experience Specialist

14 hours ago


Calgary, Alberta, Canada PENTAX Medical Americas Full time
PENTAX Medical Americas Job Opportunity
At PENTAX Medical Americas, we prioritize delivering exceptional customer experiences. Our team is seeking a Senior Customer Experience Specialist to join our ranks.

About the Role
We are committed to creating a remarkable experience for every customer. As a Senior Customer Experience Specialist, you will play a vital role in building trust and collaboration with our customers while supporting our Territory Managers. This position reports directly to the Regional Business Manager.

Main Responsibilities
- Develop and execute value-based programs that elevate customer satisfaction:
• Foster strong relationships with nursing staff, reprocessing teams, and biomedical engineers to uncover valuable customer insights.
• Design and implement customized solutions to optimize equipment utilization and minimize repair costs and downtime (PENTAX Medical ASSURE branded programs).
• Conduct thorough audit assessments of MDRD and endoscopy units, identifying areas for improvement and providing actionable recommendations.
• Provide ongoing education, certification training, workflow improvements, and product offerings to enhance program efficiency and procedural outcomes.
• Troubleshoot and collaborate with our head office to resolve any customer experience issues promptly.

Requirements
To succeed in this role, you will need:
- A university degree, preferably in healthcare, business, or engineering.
- At least 5 years of experience in the healthcare environment, either in hospitals or commercial organizations.
- Willingness to work in Medical Device Reprocessing Department (MDRD) environments and endoscopy rooms.
- Ability to travel as necessary (up to 25%), which may include overnight and/or weekend travel across Canada and the US.
- Valid driver's license and availability of a vehicle daily.
- Strong communication skills, enabling effective interaction with all levels of our organization and hospitals.
- Formal training in process workflows or lean six sigma is an asset.
- Proficiency in Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook.

Estimated Salary Range
$60,000 - $80,000 per annum, based on location and experience.

This opportunity offers a competitive salary, comprehensive benefits package, and the chance to make a meaningful impact in the medical industry.

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