Customer Experience Specialist

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

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 a field support role and not a call center position.

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.
• Represent Pentax Medical at local, regional, and national trade shows and clinical society meetings to build relationships and develop the business.
• Ability to travel extensively within assigned territory is an essential part of this position.
• Other duties as assigned by management.

Qualifications

• Bachelor's degree in healthcare, life sciences, engineering, business, or a related field; or equivalent combination of education and directly applicable medical device or healthcare experience.
• Minimum 5 years of experience in a healthcare environment — hospital, ambulatory surgical centre, commercial medical device, or clinical setting — with demonstrated customer-facing responsibility.
• Direct, hands-on experience in or alongside a Medical Device Reprocessing Department (MDRD), sterile processing, or endoscopy clinical environment is strongly preferred.
• Demonstrated ability to design and deliver structured training or education programs to clinical or reprocessing staff; experience conducting in-services, certification training, or hands-on coaching in a hospital or surgical centre environment.
• Demonstrated ability to operate independently within a multi-account remote territory, including self-directed planning, customer prioritization, and travel management.
• Excellent communication and follow-up skills; comfortable presenting to mixed audiences from reprocessing technician to executive director.
• Must travel within the set territory and be willing to travel nationally or internationally when necessary.
• Valid driver's license and reliable daily access to a personal vehicle.
• Must have excellent computer skills; fluent in Microsoft Word, Excel, and PowerPoint; willingness to work within a Salesforce CRM environment.
• Direct flexible endoscopy experience — GI, ENT, pulmonology, or urology — at a manufacturer, hospital, surgical center, or service provider is preferred.
• Relies on extensive experience and sound judgment to plan and accomplish goals independently.

Preferred Experience:

• Surgical technician, sterile processing technician, or operating room nursing background is an asset.
• Experience leading structured customer business reviews using fleet, repair history, and contract data is an asset.
• Formal training in process workflows or lean / six sigma is an asset.

What Will Make You Successful

The successful candidate will demonstrate:

• Strong consultative selling and customer engagement skills
• Ability to identify customer needs, barriers, and opportunities throughout the sales process
• Excellent communication and presentation capabilities
• Strong collaboration and teamwork across commercial and clinical functions
• Adaptability and confidence operating in dynamic clinical environments
• Accountability, ownership, and a results-oriented mindset
• Commitment to quality, patient care, and customer success

Working Conditions & Travel

• Work Environment : Remote
• Travel Requirements : Up to 75% within defined territory

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Ability to lift and carry equipment cases, demonstration units, and training materials weighing up to 50 pounds on an occasional basis, and up to 25 pounds on a frequent basis.
• Ability to push and pull wheeled equipment, including automated endoscope reprocessors and demo carts, with or without assistance.
• Ability to stand and walk for extended periods during equipment installations, training sessions, procedural support, and trade shows.
• Ability to bend, stoop, kneel, crouch, and reach at, above, and below shoulder level to access and service equipment, including equipment located under counters, on carts, and in reprocessing rooms.
• Ability to travel throughout the assigned territory by car and air, including occasional overnight travel, and to navigate hospital, operating room, ambulatory surgical center, and reprocessing environments, including stairs.
• Sufficient manual dexterity to handle instruments, tools, and endoscopes, and sufficient vision and hearing to perform equipment inspection, testing, and customer communication.

Benefits & Total Rewards

PENTAX Medical offers a comprehensive benefits package designed to support employees and their families, including:

• Medical, Dental, and Vision Coverage
• Retirement Savings Programs
• Life and Disability Insurance
• Employee Assistance Program (EAP)
• Wellness Resources
• Paid Time Off
• Company Holidays
• Professional Development Opportunities

Benefits may vary based on position and location.

Equal Employment Opportunity

PENTAX Medical is an Equal Opportunity Employer committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable law.