Medical Device, Customer Experience Representative (CXR)

Position: Medical Device, Customer Experience Representative (CXR) Location: Charlotte, NC Job Id: 20261005NC # of Openings: 1 About PENTAX Medical PENTAX Medica l is a global medical device company focused on flexible endoscopy systems . As a division of HOYA Holdings we develop, manufacture, distribute and service endoscopic equipment used in hospitals and ambulatory surgery centers globally. At PENTAX Medical, our mission is to improve patient care and healthcare delivery worldwide through innovative endoscopic imaging technologies and solutions. Driven by our commitment to Quality, Clinically Relevant Innovation, and Simplicity, we are more than just an equipment manufacturer, we focus on: Endoscopic imaging technology Clinical education and physician training Infection prevention and reprocessing solutions Service and Repair support for endoscopy departments Position Title Customer Experience Representative (CXR) Location : Charlotte, NC Department: Commercial Reports To : Field Service Manager Why Join PENTAX Medical? At PENTAX Medical, your work has purpose. PENTAX Medical is a HOYA-owned medical technology company that provides endoscopy imaging systems, scopes, and related services for GI, pulmonary, and ENT procedures, helping physicians diagnose and treat diseases using minimally invasive techniques. Whether you're supporting commercial operations, developing innovative technologies, manufacturing life-saving devices, or enabling exceptional customer experiences, your contributions help improve healthcare outcomes worldwide. When you join our team, you'll benefit from: A mission-driven organization dedicated to advancing patient care A collaborative culture that values innovation, accountability, and teamwork Opportunities to make a measurable impact on a growing global business Professional development and career growth opportunities Competitive compensation and performance-based rewards Comprehensive healthcare, wellness, and retirement benefits Generous Paid Time Off, Sick time and company holidays Flexible work arrangements where applicable Position Summary The Customer Experience Representative (CXR) is responsible for developing and executing plans to maintain, grow, and protect Pentax Medical's customer relationships and service contract performance across an assigned territory. Working directly in hospitals and ambulatory surgical centers, the CXR serves as the primary field-based customer experience contact - delivering proactive maintenance inspections, reprocessing education, workflow and hygiene assessments, staff certification, structured customer business reviews, equipment demonstrations, and installations. The CXR partners closely with the Territory Manager and the Pentax service organization to protect gross margin on service contracts, reduce preventable equipment damage through customer education, and identify capital replacement opportunities in the install base . This is not a call center position, this is in the field at client sites, such as; clinics, surgical centers, hospitals, etc. Key Responsibilities Strategic & Functional Responsibilities Conduct proactive maintenance inspections (PMI) of flexible endoscopes at customer accounts on a scheduled annual cadence, including dry and wet leak testing, image and function checks, angulation assessment, exterior appearance evaluation, channel testing, and processor and accessory review. Perform endoscopy room and equipment optimization reviews covering video processor and monitor settings, irrigation and CO2 equipment, room configuration, valve and O-ring maintenance, and post-procedure enzymatic protocols; educate clinical staff on optimal device settings and the patient-care impact of those settings. Conduct structured workflow and hygiene assessments of Medical Device Reprocessing Departments (MDRD) evaluating bedside pre-cleaning, transportation, leak testing, manual cleaning, high-level disinfection, drying and storage, accessories, and infection control practices; deliver documented findings and actionable recommendations to customer leadership. Deliver structured staff certification programs on equipment handling, setup, and cleaning; maintain a recurring 6-month training cadence to capture staff turnover and reinforce best practices across nursing, endoscopy, and reprocessing personnel. Lead customer business reviews with hospital and surgical center leadership on an annual or semi-annual cadence, using fleet analysis, multi-year service history, training records, and contract data to present structured recommendations and agree on action plans with timelines. Maximize profitability of service contracts by proactively identifying and responding to overutilized accounts with targeted reprocessing education and equipment handling interventions to reduce avoidable repair costs and protect service contract gross margin. Maintain a current view of the territory install base - scope counts, fleet age, repair frequency, and procedure volume - and communicate qualified capital replacement opportunities to the Territory Manager through a structured handoff process. Lead the equipment demonstration process from delivery through clinical use to teardown and return, ensuring equipment performs to specification and demo timelines are honored; co-manage the territory demo calendar with the sales team. Execute equipment installations with comprehensive go-live training in adherence to Pentax Medical users' instructions; transition accounts into ongoing maintenance and education programs upon completion. Support Territory Managers with clinical and technical expertise for customer-facing meetings and business reviews. Track and report on all customer interactions, scheduled preventative maintenance, installations, demonstrations, training events, and business reviews accurately and on time within Salesforce CRM and other Pentax Medical systems. Troubleshoot customer experience issues in the field and liaise with Pentax Medical service operations to ensure timely resolution; act as the customer’s primary point of contact until the issue is resolved. #J-18808-Ljbffr