Bilingual Technical Support Specialist Level I

Olympus Corporation; Richmond Hill; Hybrid; CAD 40,570 - 64,898; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Medical benefits and pension

Paid vacation and sick leave

Parental leave

Hybrid/work onsite and field options

Volunteer donation/match programs

Employee resource groups

Training resources and L&D programs

Educational assistance

Job summary

Olympus Corporation in Ontario, Richmond Hill is seeking a Technical Advisor for the Operations Team to provide technical product support for complaints, service, and repairs across Olympus equipment. The role ensures timely and accurate resolution of service-related issues.

You will respond to calls and emails, document incidents in the ERP, coordinate with field service, generate repair history reports, and work closely with sales to advance solutions.

Qualifications

• College diploma in electronics or related field or equivalent experience.
• 3–5 years in technical or customer support roles.
• Professional English and French language proficiency.
• Strong problem-solving, communication, and interpersonal skills.
• Experience with ERP/CRM systems and data reporting tools.

Responsibilities

• Respond to customer calls and emails; make outbound calls as needed.
• Investigate and resolve technical issues on Olympus products.
• Document incidents and update service tickets in the ERP system.
• Create and manage work orders for field service activities.
• Coordinate with field service to enable timely repairs.
• Provide repair history reports and guidance on interpretation.
• Support customers and sales with updates and recommendations.
• Provide feedback to improve support processes and repair experience.
• Complete Olympus product training to progress to Level II.
• Perform other duties as assigned.

Skills

Bilingual English/French

Problem solving

Interpersonal & communication

Customer focus

Independent work

Flexibility to cover hours

APIs & system integrations

Education

College diploma in Electronics Technology or related field

Tools

SAP

JD Edwards (JDE)

Salesforce

Power BI

ERP systems

Job description

Working Location: Ontario, Richmond Hill

Workplace Flexibility: Hybrid

Job Description

As a key member of the Operations Team, the Technical Advisor provides technical product support for complaint handling, service, and repair activities. The role is responsible for supporting customers with inquiries related to currently supported Olympus equipment and ensuring the timely and accurate resolution of service‑related issues.

Job Duties

• Respond to inbound customer calls and emails, and place outbound calls as required.
• Investigate and resolve technical issues related to all Olympus sold products within the scope of training.
• Accurately document incidents, update service tickets, and enter data into the ERP system to support reporting and analysis.
• Create and manage work orders for field service activities, ensuring the accuracy of reported issues.
• Coordinate with field service team to facilitate timely repair activities.
• Generate and provide repair history reports for internal and external stakeholders, including guidance on report interpretation and analysis.
• Support customers and sales teams by providing updates, solutions, and recommendations related to repair activities.
• Maintain a strong commitment to delivering an exceptional customer experience.
• Provide feedback to management on recurring issues and opportunities to improve support processes and the overall repair experience.
• Complete training on Olympus electronic products to support progression to the Bilingual Technical Support Specialist II role.
• Perform other duties as assigned.

Job Qualifications

• Minimum college diploma in Electronics Technology, Electronic Engineering Technology, or a related technical field, or an equivalent combination of education and experience.
• Minimum of 3–5 years in a technical support or customer support role, or related experience is required.
• Professional‑level proficiency in spoken and written English and French is required.
• Strong problem‑solving, interpersonal, and communication skills, both written and verbal.
• Strong knowledge of APIs, software and system integrations, and interface management.
• Demonstrated ability to consistently exceed customer satisfaction expectations for both internal and external customers.
• Proven self‑starter with the ability to work independently and effectively follow and support management direction.
• Strong work ethic with a demonstrated ability to achieve both individual and team objectives.
• Demonstrated willingness to work flexible business hours to meet operational requirements.
• Proficient in Microsoft Office applications; experience with ERP and CRM systems such as SAP, JD Edwards (JDE), Salesforce, and Power BI is considered an asset.

Competencies

• Customer Focus
• Tech Savvy
• Decision Quality
• Action Oriented
• Resourcefulness
• Ensures Accountability
• Drives Results
• Collaborates
• Nimble Learning
• Situational Adaptability

Benefits

• Competitive salaries, annual bonus
• Comprehensive medical benefits and pension plan
• Generous Paid Vacation and Sick Time
• Paid Parental Leave and Adoption Assistance
• Work‑life integrated culture that supports an employee centric mindset
• Offers onsite, hybrid and field work environments
• Paid volunteering and charitable donation/match programs
• Employee Resource Groups
• Dedicated Training Resources and Learning & Development Programs
• Paid Educational Assistance

Compensation: The anticipated starting base pay range for this full‑time position working at this location is $29.45 to $47.11 per hour plus potential for annual bonus (subject to plan eligibility and other requirements).

Olympus is committed to full inclusion of all qualified individuals. Persons with disabilities will be provided reasonable accommodations for the hiring process. If a reasonable accommodation is needed, contact [e-mail].

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.