Job Description

Company Overview:

At PENTAX Medical we put our customers at the center of everything we do and strive to differentiate ourselves as a medical device company that delivers a remarkable customer experience. We accomplish this by ensuring that we deliver on our brand promise to each and every customer. This promise includes a commitment to developing a holistic understanding of their needs and challenges, being agile and flexible in our response to those needs, being dedicated to their success and ensuring that we connect them to a community of experts to share best practices and solutions. All this while advancing our mission 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.

We are committed to working with our employees to create positive, challenging and fulfilling careers. We believe that our employees are our greatest strength and enable us to deliver unmatched service and satisfaction to our customers.

Job Summary

The Contracts & Customer Experience Manager will be responsible for the processes and procedures utilized by PENTAX Medical to ensure a great customer experience. This role will also manage customer contracts and the RFP process, in both French and English. Working closely with Customer Service, Service, Finance, Sales and Marketing departments, the Contracts & Customer Experience Manager will influence internal stakeholders to optimize all aspects of the customer experience with PENTAX Medical and our products. Working closely with key customers, this individual will develop a deep understanding of our customers' needs to ensure that our solutions evolve.
This role also includes people management responsibilities for (currently) two direct reports (Contracts Administrator, Supervisor - Customer Service) and 3 indirect reports (Bilingual Customer Service Representatives).

Main Responsibilities of Contracts and Customer Experience Manager:

Qualifications: