Technical Support jobs in Surrey, BC

About Us

Northwestern Systems Corporation, BetterBuilt an Allentown Company is a recognized leader in the design, manufacture, and installation of high-quality products for Life Science environments - including Vivariums and Laboratory Research Facilities - as well as Healthcare applications in Sterile Processing and Surgical Departments. Based in Western Canada, our modern manufacturing facility supports distribution across North America, the UK, and Asia through a network of experienced sales professionals.

Position Overview

We are currently seeking a dedicated and detail-oriented Customer Service Representative (Parts, Service & Technical Support Coordinator) to join our Service & Support team. This pivotal role supports our customer experience by managing inbound inquiries, processing parts orders and warranty requests, generating quotes, coordinating service visits, performing a variety of administrative tasks and ensuring accurate and timely administrative follow-through.

The ideal candidate will bring a strong blend of customer service expertise, order coordination, technical understanding, and organizational efficiency. The ideal candidate is organized, proactive, and thrives in a fast-paced environment where professionalism and communication excellence are key. A proactive and professional approach when interacting with customers, vendors, and internal teams is essential to success in this role.

Key Responsibilities

• Deliver outstanding customer service through timely and professional communication.
• Respond to technical inquiries and support requests for parts promptly and accurately.
• Assist customers by providing product information, pricing, and order placement and accurate information regarding product availability
• Process parts orders and warranty claims in a timely manner.
• Log all customer inquiries on a daily basis
• Handle customer concerns, complaints, and Return Material Authorizations (RMAs)
• Coordinate service calls and preventive maintenance calls with field technicians. Dispatch field technicians to sites.
• Collaborate with the Procurement team to confirm part lead times and availability.
• Collaborate with Shipping to ensure accurate and prompt dispatch of orders.
• Track production progress of manufactured parts and maintain regular updates ensure timely delivery.
• Provide Quality Assurance inspection on manufactured parts orders.
• Support the Project Management & Service & Support team with various administrative functions.

Qualifications and Skills

• Minimum 2 years of experience in a customer service role, preferably in parts coordination and technical support.
• Experience in inventory coordination, order processing, or service dispatch is an asset.
• Excellent interpersonal, verbal, and written communication skills. Must be fluent in English.
• Experience in Technical Communication. Is able to communicate by email in a organized manner (i.e. bullet points). Is able to produce spreadsheets to capture and present information.
• Confident and professional when dealing with internal and external stakeholders.
• Handles criticism in the work environment
• Quick to learn, adapt and be flexible to new systems, tools, and processes.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint); ERP system experience is recommended
• Highly organized, with strong attention to detail and time management abilities.
• Able to multitask, prioritize, and work efficiently in a fast-paced environment.
• Demonstrates initiative, reliability, and a solution-oriented mindset.
• Resourceful, proactive, and committed to customer satisfaction.
• Ability to work both independently and collaboratively in a team setting.
• High School Diploma or equivalent required; post-secondary education or technical training is an advantage and recommended.

Why Join Us?

At Northwestern Systems Corporation, you’ll be part of a forward-thinking organization where innovation, quality, and customer service excellence drive everything we do. We foster a supportive team culture and offer opportunities for professional development in a growing company.

Apply Today

If you’re a motivated professional with a passion for customer service and coordination, we’d love to hear from you. Submit your application and take the next step in your career with Northwestern Systems Corporation.

Pay: $50,000.00-$55,000.00 per year

Experience:

• outstanding customer service : 2 years (required)
• parts orders and warranty claims : 2 years (required)
• customer concerns, : 2 years (required)
• Project Management & Service & Support team: 2 years (required)

Work Location: In person