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Technical Service Coordinator

4 weeks ago

North York, Canada Coltene SciCan Full time

Coltene SciCan is a market leader in the manufacture and distribution of dental and medical equipment. Coltene-SciCan’s manufactured sterilization and disinfection equipment is sold in over 80 countries, worldwide. Coltene-SciCan is located in Toronto near the intersection of Highways 401 and 404 (Don Mills and York Mills). It is accessible by public transportation.

We currently have an opening for a Technical Service Coordinator. This position is responsible for administration functions, accepting and processing customer request for technical service and maintenance, for logging, assigning, and documenting all repairs, for dental dealers and other customers and for ensuring the timely processing of these repairs. Based on the guidelines provided by the Technical Service Manager, the Technical Service Coordinator reviews and adjusts repair estimates created by the Technical Service Team, decides on their release to customers, and follows up on timely approval. The Technical Service Coordinator also provides guidance and support to the Technical Service team, initiates and implements process improvements and helps with the organization of Technical Service Training and other events.

The Technical Service Coordinator also answers incoming customer calls in English and French and provides information on products, product availability and pricing, repair, and order status etc.

**Core Competencies**:

- excellent oral and written communication skills
- proficiency in English, both verbal and written
- French language an asset
- excellent listening and understanding skills
- experience troubleshooting customer inquiries/problems
- strong organizing skills - work schedule, documentation, follow-ups
- attention to detail
- strong problem solving/decision making ability
- team player
- time management

**Job Duties & Responsibilities**:

- Administration services - Receive and accept requests from customers to technical service and/or maintenance, log calls, create RGAs and work orders and assign technicians for in-house and field repairs based on their technical expertise and availability.
- Answer the technical and Customer Service telephone lines in English and French and assist customers with part numbers, simple service solutions, repair and order status and other inquiries they may have raised
- Acquire PO and proper documentation for all installations, repair and maintenance jobs while tracking and ensuring their timely completion.
- Track in-house repairs and follow up on their timely completion
- Based on guidelines provided by the Technical Service Manager, review, adjust and release repair estimates to customers and follow up on their approval.
- Ensure that service reports created by the technicians are accurate and complete
- Prepare the customer advice note and shipping note
- Follow up on part shortages with the Materials Department and /or Production
- Act as liaison to our customers and work to resolve and/or address their concerns within Technical Service and other departments
- Document customer complaints and resolve when possible. Escalate and provide detailed updates to management when necessary
- In accordance with guidelines, provide and track loaner equipment and follow up on timely return
- Monitor the returned goods inventory and publish availability of refurbished equipment to the Sales and Customer Service teams
- Select equipment for refurbishment and coordinate refurbishment process between Technical Service and Production
- Provide guidance and support to the Technical Service Team
- Initiate and implement process improvements
- Help with the organization of Technical Service and other events
- Comply with the SciCan internal policy regarding safety in the workplace and use necessary protecting devices

**Requirements**:

- College Degree or equivalent experience & skills

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person