Customer Excellence Representative

Position Title: Customer Excellence Representative

Department
:
Commercial, Customer Excellence Team

Reports to
:
Director of Customer Excellence

Vantage Med Tech Introduction

Vantage Med Tech (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 Med Tech.

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 alongside a Senior Customer Excellence Manager.

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
• Support the broader CE team in addressing customer requests and coordinating deliverables
• Manage manufacturing order entry, tracking, and completion to ensure accurate and timely processing
• 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 preparation
• 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
• Support the implementation or enhancement of ERP/CRM workflows related to customer experience

Qualifications:

• 1-3 years of experience in customer service, project coordination, or customer-facing support roles
• Must be local to Olathe, KS and…