Service Advisor

**Looking for a career in the medical industry?**

Join **INNOVA Medical**, Canada’s largest distributor of ophthalmic instruments and products supporting eye care professionals nationwide. From diagnostic equipment to treatment lasers, we’re passionate about delivering innovative solutions that advance vision care.

We’re seeking new talent to join our **Toronto Head Office** team

At INNOVA, you’ll have the opportunity to **learn, grow, and contribute** to a high-performance team that’s shaping the future of eye care in Canada.

We’re serious about excellence — but we also love to have **FUN** Expect team lunches, birthday celebrations, summer BBQs, and plenty of events where we take time to connect and celebrate our successes together.

**Be part of something visionary. Join INNOVA.**

If you are technically inclined, have a proven track record of providing exceptional customer service, the ability to learn quickly, and _you want to be part of a great team_ then we would love to talk with you about our opportunity.

We have an opportunity for a **Service Advisor** at our Corporate Office located at Steeles and Victoria Park.

The **Service Advisor** is a key member of the Services team and is required to understand the technical challenges that our customers may be having. Their primary responsibility is to “manage service events” from start to finish.

**Key Areas of Responsibility**:

- Provide the first line support to customers and triage repair issues
- Open, maintain and push forward work orders for all service events and update as new information is attained
- Coordinate service repair requirements internally
- Provide communication support to the customer throughout the repair
- Maintains high customer satisfaction standards
- Support service scheduling activities, including service events date management; dispatch technicians, create optimal and efficient routes
- Plan and manage loaner equipment deliveries, coordinate equipment swap, coordinate internal resources for such tasks
- Participate in cross functional team meetings to understand current and future demand
- Support continuous improvement activities and make recommendations as appropriate
- Contribute to meeting or exceeding corporate objectives, measures, and performance targets for the services team
- This is representative of some of the key responsibilities of this role._

**REQUIREMENTS**:

- Post-Secondary Diploma in engineering field
- 2+ years of related technical experience preferred
- Experience working with ERP environments, with specific exposure to SAP modules
- Familiar with ticketing tools for managing service requests and incident resolution.
- Exposure or knowledge of the ophthalmic industry would be an asset but not necessary
- Your shift will be from **10 am - 6 pm** in office daily
- Able to grasp technical knowledge to provide initial diagnosis to customers by phone (_training will be provided_)
- Organized, motivated, enthusiastic, and energetic
- Excellent customer (internal & external) service skills
- Able to show care and concern for customers and make them feel valued. Willing to deliver timely and reliable customer support and exceed customer expectations.
- Excellent analytical and organizational skills
- Excellent problem-solving skills, resourcefulness. Able to take action in solving problems while exhibiting judgement and a realistic understanding of issues.
- Takes initiative and has a sense of responsibility for own actions
- Excellent command of the English language (written, read, and spoken)
- Demonstrated ability to work well under pressure
- Able to work well in a team

Pay: $40,000.00-$50,000.00 per year

**Benefits**:

- Casual dress
- Company events
- On-site parking

Application question(s):

- Do you have any experience in the ophthalmic field?
- Do you have any experience with medical devices?

**Education**:

- DCS / DEC (preferred)

**Experience**:

- SAP ERP: 2 years (preferred)
- Ticket management systems: 2 years (preferred)
- technical customer support: 2 years (preferred)
- customer support: 2 years (required)

Work Location: In person