Bilingual Service Operations Process Coordinator

BD; Mississauga; On-site; CAD 65,000 - 90,000; Full time

Job summary

BD in Mississauga, Canada, seeks a bilingual Service Operations Process Coordinator to support ServiceMax workflows and service records. This role ensures accurate data, timely work order processing, and high-quality customer experiences in a regulated, high-volume environment.

You will coordinate system updates, assist users, and help with testing, reporting, and process documentation, reporting to Service Operations management.

Qualifications

• College Diploma or University Degree required.
• Bilingual fluency in English and French (read, speak, write) required.
• Working proficiency in ServiceMax (or similar ERP) including work orders and data checks.
• Proficient in Microsoft Office; SAP service data experience is a plus.

Responsibilities

• Provide first-line ServiceMax user support, answer routine workflow questions, document issues, and escalate requests to the system support team.
• Coordinate ServiceMax work order workflows, monitor records and follow up with service teams on missing information.
• Identify recurring ServiceMax workflow issues, recommend practical improvements, and support approved changes.
• Maintain ServiceMax work instructions, SOPs, and reference materials to reflect approved workflows.
• Support ServiceMax releases and enhancements by UAT testing, documenting results and defects, and coordinating with system owners.

Skills

Bilingual English/French

ServiceMax proficiency

SAP familiarity

Microsoft Office

Education

College Diploma or University Degree

Tools

ServiceMax

SAP

Microsoft Office

Excel

Job description

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), by applying to this role, you will be applying for a position with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Through a shared culture of relentless innovation, Waters’ passionate team of approximately 16,000 colleagues partner with customers to turn scientific challenges into breakthroughs that improve lives worldwide.

We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

The Bilingual Service Operations Process Coordinator supports day-to-day Service Operations for the Advanced Diagnostics & Biosciences business in Canada, with a primary focus on ServiceMax. The incumbent maintains accurate service records, supports work order and service agreement workflows, assists users, and coordinates system issue resolution, testing, reporting, and process documentation. Working within established procedures and under the direction of Service Operations management, the coordinator supports consistent service execution and a high-quality customer experience, escalating complex issues and approval decisions to the appropriate owners.

Job Responsibilities:

• Provide first-line ServiceMax user support, answer routine workflow questions, document issues, and upscale technical or configuration requests to the appropriate system support team.
• Coordinate ServiceMax work order workflows, monitor record completeness and status, and follow up with service teams on missing information or outstanding actions in accordance with established procedures.
• Identify recurring ServiceMax workflow issues and data gaps, recommend practical improvements, and support approved changes under the direction of the process owner.
• Maintain ServiceMax work instructions, SOPs, and reference materials to reflect approved workflows and support consistent day-to-day execution.
• Support ServiceMax releases and enhancements by executing assigned user acceptance testing (UAT), documenting results and defects, tracking follow-up actions, and assisting with end-user communications; coordinate SAP and CRM dependencies with system owners.
• Review ServiceMax service activity and installation records for completeness to support timely billing, inventory reconciliation, and installation revenue recognition; refer discrepancies and financial decisions to the responsible teams.
• Maintain accurate installed equipment and service agreement records in ServiceMax within assigned access permissions; reconcile service agreement information with SAP and coordinate correction of discrepancies.
• Prepare routine ServiceMax reports and monthly Service Plan Attach Metrics, validate data accuracy, and highlight exceptions or trends for review by Service Operations management.
• Support approved labour, travel, and spare parts pricing updates in applicable service systems, verify record accuracy, and elevate pricing exceptions for approval.
• Maintain ServiceMax training materials and provide routine user guidance, onboarding support, and refresher training on established workflows.
• Support field service audits by retrieving ServiceMax records, checking required documentation, and tracking assigned corrective actions in accordance with established requirements.

Education and Experience required:

• College Diploma or University Degree
• 2-5 years of professional experience in service operations, service coordination, or business system support, including hands-on experience using ServiceMax (or similar ERP) to maintain service records, support workflows, and assist users.

Knowledge and Skills required:

• Bilingual fluency in English and French (read, speak, write) required to communicate with colleagues and customers.
• Working proficiency in ServiceMax (or similar ERP), including work orders, installed equipment records, service agreements, data quality checks, and routine reporting; ability to use Microsoft Office and work with SAP service data.
• Ability to troubleshoot routine user and data issues, document and elevate problems clearly, follow test scripts, maintain work instructions, and identify practical process improvements. Strong attention to detail, organization and communication skills.
• Strong proficiency and knowledge of Microsoft Office applications (Word, PowerPoint, OneNote, Outlook). Advanced proficiency with Excel (pivot tables, VLOOKUP, sumif, etc.).

Preferred qualifications:

• Experience supporting ServiceMax UAT, user training, service agreement reconciliation between ServiceMax and SAP, and CRM workflows.

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Primary Work Location

CAN Mississauga - Derry Road West