Customer Experience Representative

Customer Experience Representative (CXR)

Our mission is 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. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.

The Customer Experience Representative will be responsible for developing plans and strategies for account maintenance, retention, and repair contract conversions. The Customer Experience Representative will act as the point of interface between the institution/account and Pentax Medical. The Customer Experience Representative position can be an opportunity to grow into a Territory Sales Manager position for the right candidate.

Responsibilities of Customer Experience Representative (CXR)

• Support service growth through large retention and conversion opportunities based on expertise in delivering better Triple Aim economic and patient safety benefits.
• Take the lead in insuring customers are utilizing only approved reprocessing accessories while reprocessing Pentax endoscopes.
• Gather insights across multiple Pentax Medical teams supporting triple AIM (or similar) programs.
• Conduct Pentax Medical approved presentations to fellows and thereby engage, educate, and develop future Pentax Medical champions.
• Plan, develop, and coordinate continuing clinical in-service education programs for Territory Managers and customers.
• Introduce cost saving educational programs and provide solid after sales support that builds confidence and insures loyalty from our customers.
• Foster a supportive educational approach with hospital (facility) leadership and staff to assess current educational needs and develop a plan to satisfy those needs.
• Commit to exchange of communication between field sales team and management to drive area business opportunities.
• Travel to Customer facilities with Territory Managers to conduct on-site training and re-training to insure proper handling and reprocessing of Pentax Medical instruments.
• Assist Territory Managers with product demos on a regular basis and serve as a resource for them whenever possible.
• Maximize profitability of service contracts by aggressively responding to all over utilized service situations with additional training and in-servicing of our Territory Managers and customers.
• Ability to travel extensively will be an essential part of this position.
• Other duties as assigned by management.

Qualifications

• Bachelor's degree in area of specialty or least 3 years of experience in the field.
• Advanced knowledge level of Pentax Medical products, services, and cleaning/reprocessing techniques is preferred.
• Ability to manage difficult, emotional customer situations by tracking problem accounts and getting management involved when necessary to ensure customer satisfaction.
• Must have excellent communication and follow up skills.
• Must travel within set territory and be willing to travel nationally or internationally when necessary.