416.218.1112
Beyond Bilingual Inc.
Published
June 23, 2021
Location
Mississauga, Canada
Category
Medical  
Job Type
Job ID Number
BBB111
Candidate must be Bilingual
Yes
Job Function
Customer Service

Description

Company:  Our client is a leader in their industry and is at the cutting-edge of the medical field.  Their continued success would only be possible due to the contributions of the very talented team they have assembled.  As a result of this growth, they are looking to add another Bilingual Product Support Specialist in order to further strengthen the company’s position.

Perks:

  • Very generous company-paid benefit plan (starts after 2 months)
  • Dental Plan
  • Medical Plan
  • Prescription Drug Plan
  • Performance-based bonus
  • RSP Plan
  • An orientation to physical, mental, and financial wellness in the workplace
  • Employee development
  • Casual dress code policy
  • Family atmosphere
  • Tuition Reimbursement
  • Opportunity for advancement
  • Profit Sharing

Responsibilities

  • Act as in-house technical support for specified customer enquiries and distribute enquiries to Service, Sales and Application, as necessary.
  • Answer detailed, technical customer questions related to product configuration and initiate customer service when issue requires elevation.
  • Triage between Service, Sales and Application support.
  • Provide support for sales representatives on detailed product-related queries.
  • Manage product-related complaints.
  • Generate CRM tickets as necessary to document any product issues.
  • Dispatch CRM tickets for in-house and/or Field Service.
  • Communicate product related issues to the regional Head of Service and Product Life Cycle Manager within Business Unit.
  • Triage multiple entry points including customer service inbox, VM inbox and other communication portals.
  • Provide backup for Sales Support and Order Entry in the event of overflow/increase demand during the day. Will be expected to answer phone calls in support of entering orders as well as any sales support related tasks.
  • Provide backup for Finance support, as needed, and/or assist with other administrative duties specific to Eppendorf Canada as a subsidiary of the North America Services organization.
  • Perform service billings for field, customers and pipette centers including credits/rebill.

Qualifications

  • Fluently bilingual (English/French) – Spoken and Written.
  • Bachelor’s Degree in Sciences, Engineering or related field, preferred with Life Sciences focus; and/or one to two years related experience.
  • One year (or more) of technical product support.
  • Strong MS Office knowledge.
  • Knowledge of SAP, CRM and Quality management and reporting systems a plus.
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