Bilingual Technical Customer Service Representative (Temporary, Full-Time Contract)

Clarion Medical Technologies Inc.; Cambridge; On-site; CAD 48,000 - 60,000; Full time

Job summary

Clarion Medical Technologies, part of Richards Group, is seeking a Bilingual Technical Customer Service Representative for a temporary full-time six-month contract in Cambridge, ON. You will coordinate service repairs, provide first-level technical support, and manage service transactions to ensure timely issue resolution.

You will support multiple internal teams, maintain CRM data, and drive customer satisfaction with professional communication and strong organizational skills.

Qualifications

• Minimum 5 years of customer service experience in technical, healthcare, medical device, or related environment.
• Proficient with CRM/ERP or service management systems.
• Excellent verbal and written communication skills.
• Strong organization and attention to detail.

Responsibilities

• Respond to customer inquiries via phone and email professionally and promptly.
• Provide first-level troubleshooting to minimize equipment downtime.
• Prepare service quotations and convert approved quotes to service orders.
• Coordinate repairs, maintenance, equipment upgrades, loaner units, and technician schedules.
• Maintain accurate CRM/service records and track service requests to completion.
• Provide customers with regular status updates and resolution timelines.
• Collaborate with Service Technicians, Sales, Warehouse, Lab, Finance, Purchasing, and other teams.
• Verify billing information, pricing, warranties, and service order details.
• Process RMAs, service billing, credits, and adjustments as required.
• Support training and process improvements in customer service.

Skills

Customer service

CRM/ERP

MS Office

Bilingual EN/FR

Communication

Organization

Teamwork

Problem solving

Education

High school diploma

Tools

CRM software

ERP systems

Service management

Job description

Bilingual Technical Customer Service Representative (Temporary, Full-Time Contract)

Job Category: Customer Service

Requisition Number: BILIN001260

Locations

Cambridge, ON N1T2B8, CAN

Description

Clarion Medical Technologies, a part of Richards Group, specializes in surgical, vision and aesthetic healthcare medical devices. Some of these products include laser technologies, diagnostic tools for early disease detection and advanced imaging systems. At Clarion, we are dedicated to empowering healthcare providers with the tools and expertise to deliver outstanding patient outcomes, while shaping the future of medical technology and aesthetics in Canada.

About the Role:

Reporting to the Bilingual Technical Customer Service Manager, the Bilingual Technical Customer Service Representative will be responsible for coordinating service repairs, maintenance activities, equipment upgrades, and customer support requests. You will serve as a key point of contact for customers, providing first-level technical support, managing service-related transactions, and working closely with technicians and internal departments to ensure timely resolution of customer issues. Success in this role requires strong organizational skills, technical aptitude, excellent communication abilities, and a commitment to delivering an exceptional customer experience.

This position is for an open vacancy.

This is a temporary full-time position with an anticipated duration of at least 6 months, depending on the start date.

The successful applicant will:

• Respond to customer inquiries and service requests in a professional and timely manner via phone and email.
• Provide first-level troubleshooting support to customers to resolve issues and minimize equipment downtime.
• Prepare service quotations and convert approved quotations into service orders.
• Coordinate repairs, maintenance activities, equipment upgrades, loaner units, and technician schedules.
• Accurately enter and maintain customer, equipment, and service information within CRM and service systems.
• Track service requests through to completion and provide customers with regular updates regarding status and resolution timelines.
• Work closely with Service Technicians, Sales, Warehouse, Lab, Finance, Purchasing, and other internal teams to ensure effective resolution of customer concerns.
• Verify billing information, pricing, warranties, and service order details.
• Process return authorizations (RMAs), service billing, credits, and adjustments as required.
• Maintain accurate records of repairs, equipment movements, quality checks, and service activities.
• Participate in product and technical training to maintain knowledge of Clarion products and technologies.
• Assist with developing and improving procedures, work instructions, and customer service processes.
• Support continuous improvement initiatives and contribute to a collaborative team environment.
• Conduct customer follow-ups and satisfaction surveys to help ensure a positive customer experience.

We are seeking a candidate with the following experience and attributes:

• Minimum 5 years of customer service experience, preferably within a technical, service, healthcare, medical device, or related environment.
• High school diploma required.
• Experience working with CRM, ERP, or service management systems.
• Strong customer service skills with a passion for building long-term customer relationships.
• Excellent verbal and written communication skills.
• Strong organizational abilities with exceptional attention to detail.
• Proven ability to prioritize competing demands and manage multiple tasks in a fast-paced environment.
• Effective problem-solving and troubleshooting skills.
• Ability to work collaboratively across departments and support team objectives.
• Positive, proactive, and customer-oriented mindset.
• Proficiency with Microsoft Office applications.
• Bilingualism in English and French is considered a strong asset.

Clarion Medical Technologies is an equal-opportunity employer and is committed to creating an inclusive employee experience for all. We firmly believe that our work is at its best when everyone feels free to be their most authentic self. If you require accommodation, please let us know how we can further support you during the recruitment process.