Business Service Representative

About us:

For over three decades, Cirtec Medical has been a leading provider of manufacturing solutions for complex Class II and III medical devices. We specialize in providing comprehensive services from design and development to manufacturing and finished device assembly. Our expertise spans active implants and neuromodulation, interventional cardiology, structural heart, minimally invasive surgical systems, smart orthopedics, and precision components.

Our dedicated teams prioritize growth, innovation, and collaboration. We actively seek opportunities for improvement to enhance our support for clients. If you embrace a growth mindset and thrive on challenge, you may be a perfect fit for our team!

Position Summary:

NovelCath a Cirtec company specializes in the design and development of complex, minimally invasive, interventional medical technologies. We have delivered first-of-a-kind medical devices for the Interventional Cardiology, Structural Heart, Electrophysiology and Neuromodulation markets.

At the guidance and in collaboration with the Manager, Customer Development, this position is responsible for supporting the organization and maintaining customer relationships through regular communication with customers and key stakeholders. This individual will work closely with Business Development, Operations, Supply Chain, Engineers and Finance to drive customer initiatives. The role focuses on meeting site revenue and profitability objectives, and exceeding customer expectations for delivery and service. This role will otherwise support the MCD with maintaining product cost models, customer forecasting, and assisting Operations with customer communication strategies and recovery plans as needed. As a customer advocate, frequent internal and external communications will be required to ensure positive customer experiences while also maintaining corporate objectives.

Key Responsibilities:

• With support from Manager, Customer Development and the extended team, effectively support customer objectives and wellbeing of sustaining programs in the NovelCath location.
• Review key program metrics to ensure profitability. This includes but is not limited to evaluating actual vs. assumed scrap rates, actual vs. assumed cycle times and actual vs. assumed bill of materials.
• In collaboration with the Manager, Customer Development, work with department heads and other key stakeholders to develop proposals necessary to support these sustaining programs.
• Follow the quote during the steps of negotiations with the customer through completion.
• Assist with sales pipeline management by working with key sustaining customers to obtain an accurate 12 month rolling forecast.
• Work with Business Development and other key stakeholders to manage and drive Quarterly Business Reviews with customers.
• Support customer needs internally within NovelCath to ensure high customer satisfaction rates.
• Communicate with internal and external customers in a cooperative and professional manner.
• Build sustainable relationships of trust thorough open and interactive communication.
• Assist to help NovelCath meet sales order promises date(s).
• Complies with company, quality, and safety standards, policies, and procedures.
• Other duties as assigned.

This is not a remote position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Must Have:

• HS Diploma Required, College Degree preferred.
• Understanding of simple financial concepts and able to communicate them effectively to customers or internal Finance employees
• Ability to think and solve problems on the fly
• Strong customer service experience, working with customers both on email, phone and in person
• Three years or more working in Class II and III medical devices (neuromodulation and cardiac assist knowledge a plus).
• Project and program coordination experience, able to handle multiple requests simultaneously
• Must be able to read, write and speak fluent English.
• Microsoft Project and general software skills required (Word, Excel, PowerPoint etc.)
• Excellent communication skills both written and verbal.
• Multitasker.
• Self-motivated.

WORKING ENVIRONMENT

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Cirtec Medical Corporation considers everyone for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender identity, national origin, ancestry, protected veteran or disability status or any factor prohibited by law. Cirtec Medical Corporation and all its related companies fully endorse equal opportunity. Cirtec Medical provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in the job application process.

We work to create a culture that is built on innovation, respect, transparency and communication, and hope you take pride in being a member of our team. It is Cirtec's goal to create an enjoyable work environment and to keep the company a great place to work. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life. Our benefits include training and career development, healthcare and well-being programs including medical, dental, vision, wellness and occupational health programs, Paid Time Off and 401(k) retirement savings with a company match.