Bi-lingual Service Contracts Coordinator, Safety and Medical Products

Drägerwerk AG & Co. KGaA; Ontario; Hybrid; Confidential; Full time

Job summary

Join a forward-thinking company dedicated to saving lives through innovative medical and safety technology. As a Bilingual Service Contracts Coordinator, you will play a pivotal role in ensuring the accuracy of service agreements and collaborating with diverse teams. This position offers a unique opportunity to enhance operational performance while working in a supportive environment that values employee well-being. If you are detail-oriented, possess strong analytical abilities, and thrive in a dynamic setting, this role is perfect for you.

Qualifications

• 2-3 years related experience in customer service, preferably in safety or medical device.
• Effective communicator with strong analytical and problem-solving skills.

Responsibilities

• Maintain and update service contracts and equipment records.
• Investigate service invoice discrepancies and manage contract corrections.

Skills

Bilingual in French and English

Advanced Excel skills

Analytical skills

Problem-solving abilities

Interpersonal skills

Education

High School diploma

College/University degree

Tools

SAP

Microsoft Office (Word, PowerPoint, Outlook)

CRM

Job description

The Job Responsibilities

At Dräger, it is our passion and dedication to protect, support and save lives. Our dedication to life naturally extends to the quality of our employees’ lives. They are the essence of our company, and without them, we would not be what we are today – a world leader in medical and safety technology. We are searching for people who want to join us in building “Technology for Life”.

Reporting to the Service Support Supervisor, the Bilingual Service Contracts Coordinator plays a critical role in ensuring the accuracy and integrity of service agreements within SAP. They review existing service contracts, verifying key details such as equipment task lists, equipment numbers, billing plans, and other essential components. Contracts are thoroughly and accurately updated to reflect the most current information, ensuring alignment with client expectations and business requirements.This role requires close collaboration with multiple stakeholders—including the service support team, sales team, marketing team, and SAP Key Users.

Main Accountabilities:

• Maintains the Service Contract agreements and applicable administration requirements
• Investigates service invoice discrepancies, initiates crediting or rebilling processes, and ensures contract corrections are accurately executed.
• Possesses a deep understanding of how contract setup impacts service operations, ensuring contracts are structured correctly to enable error-free dispatch creation.
• Manages and updates equipment records, locations, and primary service technicians, ensuring accurate Installed Base data. Oversees contract modifications, including equipment swaps, to maintain service integrity and operational efficiency.
• Supports the service support team, answering emails, creating service orders/dispatches.
• Improves operational performance by identifying inefficiencies and implementing targeted solutions to optimize workflows and enhance productivity.

Your Qualifications

Education:

• High School diploma, and College/University degree or completion of a related technical school program

Related Experience:

• Bilingual skills are required, written and verbal in French and English
• Minimum 2-3 years related experience
• Direct customer service experience in safety and/or medical device industry preferred.

Special Competencies/Certifications:

• Advanced Excel skills are a MUST
• SAP Experience is preferred
• Well organized with sharp analytical abilities, a keen eye for detail, and a strong commitment to accuracy
• Effective communicator (verbal and written), capable of engaging with multiple teams to align contract details with customer and business needs.
• Demonstrates strong problem-solving abilities, applying analytical thinking and creative solutions to overcome challenges effectively.
• Proficiency in Microsoft Office Software including Word, Power Point and Outlook required
• Ability to interact and build professional relationship/network with other departments
• Strong interpersonal skills
• Ability to work independently with minimal direction/supervision
• Proactive and proficient in time management and prioritizing
• Knowledge of CRM

Working Conditions:

• The position is based in Mississauga, Ontario. Remote work would be considered.
• There will be minimal travel by air and vehicle to domestic and international locations for training and/or meetings
• Work will be performed in an office environment.
• Time is also spent in meetings and sitting, long periods in front of computer terminal in a smoke-free environment.

The Dräger Workplace

In North America, Draeger employs over 1,400 employees working in our major sites in the United States and Canada (in the US: Andover, MA; Telford, PA; Houston / Coppell, TX, and in Canada: Mississauga, ON), including our Sales and Service workforce employees from coast to coast.

Our Mississauga, Ontario location oversees our Medical and Safety businesses in Canada, including sales, channel distribution (Safety), installation, servicing and maintenance of world class Draeger products and services. This location also serves as the key site for essential Canadian functions, which includes Medical & Safety Sales and Service Management, Marketing, Legal, Compliance, Regulatory, Quality and Finance.

Draeger is an equal opportunity employer and is committed to a diverse workforce. All candidates are encouraged to apply regardless of race, ancestry, colour, ethnic origin or place of origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences (for which a pardon has been granted), disability, marital or family status, or any other prohibited ground under applicable provincial human rights legislation.

Who we are

Dräger is a leading international company in the fields of medical and safety technology. Whether in clinical applications, in industry, mining or emergency services: Dräger products protect, support and save lives. That's what our more than 16,000 employees have been striving for - every day for almost 130 years.