The Job Responsibilities

The Service Coordinator will work a hybrid schedule from our Mississauga, ON, Canada office,with a mandatory requirement to work in the office 2 days per week.

The purpose of this position is to provide world class customer service for English and French speaking customers. The basic function of the Bilingual Customer Service Representative is to perform designated order entry and related customer service functions as required by established procedures in the Market Fulfillment Department of Draeger Canada.

Our Customer Service reps are instrumental in Making Things Happen by keeping requests moving forward to completion.

• Dispatches all contracted, non-contracted, and Demo Preventative Maintenance requests as well as unscheduled dispatches according to guidelines. Dispatches installs, repairs, and service orders related to Technical Service Bulletins. Processes cancellation of all Canadian dispatches when validated, administers changes to Canadian dispatches on a daily basis, reallocates dispatches for technicians who are no longer employed, and reconciles all dispatches and SAP discrepancies.
• Processes return authorizations and service orders for customer factory repairs. Responds to customer calls and emails related to contracts and dispatch questions. Follows up with technicians to ensure service that is high-priority or that is pending is done. Assists technicians when they need a contact or more information on their dispatches.
• Researches customer invoice inquiries, requiring crediting/rebilling, etc., and corrects as necessary. Verifies all service calls and their billing before invoicing. Ensures availability of Purchase Orders for billing in a timely fashion by following up with the Service Techs.
• Processes parts orders for service technicians and reviews the associated error log to address the discrepancies. Assists service technicians with service estimates documents to the customers when required. Supports the service technicians with other back office tasks as necessary.
• Administers updates to equipment, location, primary service technician, swapping out from contracts if needed, etc., for the accuracy of the equipment Installed Base.
• Performs other duties as needed and assigned.

Your Qualifications

• High School diploma, and College/University degree or completion of a related technical school program
• Bilingual skills are required, written and verbal in French and English
• Minimum 2-3 years related experience
• Direct customer service experience in medical device and/or safety industry preferred.
• Strong SAP experience is a MUST
• Knowledge of CRM, order entry and inventory computer system required
• Proficiency in Microsoft Office Software including Word, Excel, Power Point and Outlook required
• Strong verbal and written communication skills
• Exhibit problem-solving skills

The targeted pay range for this position is typically between $52,900 - $63,500. We note that the base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. This position is eligible for the following additional compensation: annual bonus, and overtime pay.