The Role
Supports customer satisfaction, retention, and communication for assigned medical device manufacturing accounts. Coordinates customer requests and deliverables, communicates manufacturing order statuses, escalates concerns, maintains accurate records, reports KPIs, supports onsite customer visits, identifies process improvements, and enhances ERP/CRM workflows. The role collaborates closely with Commercial, Manufacturing, Operations, and Customer Excellence teams.
Summary Generated by Built In
Position Title: Customer Excellence Manager
Department: Commercial, Customer Excellence Team
Reports to: Director of Customer Excellence
Vantage MedTech Introduction
Vantage MedTech (or “VMT”) is a full-service outsourced manufacturer of Class II and Class III electro-mechanical capital equipment to the medical device industry. VMT has a record of growth and an outstanding reputation with its customers based upon its leading technical capabilities, high-quality standards, on-time performance, and customer service. VMT’s capabilities cover the complete spectrum of the medical device manufacturing product life cycle, from conceptual design, engineering, prototype development, and regulatory support through manufacturing and after-market services. VMT serves a variety of leading medical device original equipment manufacturers (“OEMs”) and emerging innovators (“EIs”) with a portfolio of advanced medical devices, and it enjoys high retention rates and revenue visibility over multiple years. With its full suite of design and manufacturing capabilities and focus on all aspects of customer service, VMT positions itself not just as a supplier but as a true value-added partner to its OEM customers.
The medical device outsourcing industry is poised for solid growth in the coming years. VMT is expected to benefit from both an increased worldwide demand for medical devices and a continued shift in manufacturing and support services toward third-party contract providers. Medical device OEMs are increasing their use of outsourcing as they search for ways to lower costs while improving product design and development processes, production efficiencies, and time to market.
Ampersand Capital Partners (or “ACP”) made a growth equity investment in Sterling Medical Devices in June 2022, and in February 2023 announced its recapitalization and simultaneous merger with RBC Medical Innovations and rebranded the Company as Vantage MedTech.
Reporting Relationship
The successful candidate for this role will be a supporting member of the commercial team and will report directly to the Customer Excellence Director.
Position Overview
The Customer Excellence (CE) team strategically prioritizes the sustained success and satisfaction of customers by consistently exceeding their expectations. The CE team commits to high-quality service and proactive engagement to drive satisfaction, retention, and a trust-based relationship with customers. The Customer Excellence Representative (CER) plays a critical role in supporting this mission by ensuring every customer interface is optimized for quality and reliability to build long-term relationships and customer loyalty. The CER will work closely with the Manufacturing, Business Development, and Customer Excellence teams to support day-to-day operations, keep processes running smoothly, and ensure timely customer communication.
Key Responsibilities:
Department: Commercial, Customer Excellence Team
Reports to: Director of Customer Excellence
Vantage MedTech Introduction
Vantage MedTech (or “VMT”) is a full-service outsourced manufacturer of Class II and Class III electro-mechanical capital equipment to the medical device industry. VMT has a record of growth and an outstanding reputation with its customers based upon its leading technical capabilities, high-quality standards, on-time performance, and customer service. VMT’s capabilities cover the complete spectrum of the medical device manufacturing product life cycle, from conceptual design, engineering, prototype development, and regulatory support through manufacturing and after-market services. VMT serves a variety of leading medical device original equipment manufacturers (“OEMs”) and emerging innovators (“EIs”) with a portfolio of advanced medical devices, and it enjoys high retention rates and revenue visibility over multiple years. With its full suite of design and manufacturing capabilities and focus on all aspects of customer service, VMT positions itself not just as a supplier but as a true value-added partner to its OEM customers.
The medical device outsourcing industry is poised for solid growth in the coming years. VMT is expected to benefit from both an increased worldwide demand for medical devices and a continued shift in manufacturing and support services toward third-party contract providers. Medical device OEMs are increasing their use of outsourcing as they search for ways to lower costs while improving product design and development processes, production efficiencies, and time to market.
Ampersand Capital Partners (or “ACP”) made a growth equity investment in Sterling Medical Devices in June 2022, and in February 2023 announced its recapitalization and simultaneous merger with RBC Medical Innovations and rebranded the Company as Vantage MedTech.
Reporting Relationship
The successful candidate for this role will be a supporting member of the commercial team and will report directly to the Customer Excellence Director.
Position Overview
The Customer Excellence (CE) team strategically prioritizes the sustained success and satisfaction of customers by consistently exceeding their expectations. The CE team commits to high-quality service and proactive engagement to drive satisfaction, retention, and a trust-based relationship with customers. The Customer Excellence Representative (CER) plays a critical role in supporting this mission by ensuring every customer interface is optimized for quality and reliability to build long-term relationships and customer loyalty. The CER will work closely with the Manufacturing, Business Development, and Customer Excellence teams to support day-to-day operations, keep processes running smoothly, and ensure timely customer communication.
Key Responsibilities:
- Anticipate customer needs to consistently exceed customer expectations
- Ensure a fast, accurate, and professional response to customer requests
- Escalate customer concerns appropriately while driving timely and effective customer communication
- Maintain and verify accurate records across internal software systems
- Lead addressing customer requests and coordinating deliverables for assigned accounts
- Work closely with the Manufacturing team to understand and communicate manufacturing order status updates
- Support Commercial team with onsite customer visit execution, which may include travel logistics, meal arrangements, facility tours, and other onsite preparations
- Collect and report Key Performance Indicators (KPIs) to CE Director on a reoccurring basis.
- Identify improvements in customer experience, communication flow, order accuracy, internal processes, and data integrity
- Drive the implementation or enhancement of ERP/CRM workflows related to customer experience
- 3-5 years of experience in medical device or pharmaceutical upstream or downstream marketing
- Must be local to Olathe, KS and able to work in Vantage’s Olathe office full time
- Demonstrated ability to independently manage multiple priorities with accuracy
- Able to form strong working relationships across Manufacturing, Operations, and Customer Experience teams in a manufacturing environment
- Strong communication skills, both written and verbal
- Ability to manage multiple priorities in a fast-paced environment
- Strong attention to detail with high standards for accuracy
- Collaborative, professional, and a proactive self-starter
- Candidates must be authorized to work in the U.S., be fluent in English, and possess excellent communication and interpersonal skills
Top Reasons to Work with Us
Vantage has recently expanded both the New Jersey and Kansas facilities with the distinct vision and financial resources to execute on its growth platform.
Vantage has recently expanded both the New Jersey and Kansas facilities with the distinct vision and financial resources to execute on its growth platform.
- Organizational exposure while working closely with all members of the Commercial and Operations teams
- An opportunity to positively impact the lives of patients who will be treated by the medical devices Vantage designs and manufactures
- Competitive benefits package, including health insurance, paid vacation, paid paternity leave, and 401k retirement plan with company match
Vantage MedTech values a diverse team and is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. All applicants must be authorized for full-time employment in the United States. For more information, visit www.vantagemedtech.com.
No third-party candidates please.
No third-party candidates please.
Skills Required
- 3-5 years of experience in medical device or pharmaceutical upstream or downstream marketing
- Local to Olathe, Kansas and able to work full time in the Olathe office
- Ability to independently manage multiple priorities with accuracy
- Ability to build strong working relationships across Manufacturing, Operations, and Customer Experience teams in a manufacturing environment
- Strong written and verbal communication skills
- Strong attention to detail and high standards for accuracy
- Collaborative, professional, and proactive work style
- Authorized to work full time in the United States
- Fluent in English
- Excellent interpersonal skills
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The Company
What We Do
Vantage MedTech provides comprehensive design and manufacturing services, supporting the advancement of medical technologies from concept through to product realization. Partnering with the world’s most innovative MedTech start-ups and large medical device companies, we offer feasibility support, product development and prototyping, new product development, clinical and commercial manufacturing, and after-market services to support every phase of the product life cycle. Our clients can leverage our proprietary Advantage Platforms™, accelerating product development timelines. Our manufacturing approach is structured to serve the changing needs of our clients, supporting small-quantity clinical or First-in-Human builds and can scale to accommodate full launch quantities. Vantage MedTech has facilities in Moonachie, New Jersey and Lenexa, Kansas. Visit www.vantagemedtech.com for more information
