Senior Customer Experience Specialist
14 hours ago
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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