Product & Service Support Specialist

Metrohm AG; Ontario; On-site; CAD 40,000 - 80,000; Full time

Job summary

Join a dynamic team as a Product & Service Support Specialist in Mississauga, Ontario, where you will thrive in a fast-paced environment supporting customers and internal teams. This role emphasizes exceptional service, operational efficiency, and collaboration across departments. You'll be at the forefront of customer interactions, ensuring satisfaction while managing orders and service requests. With a commitment to quality and innovation, this position offers a unique opportunity to contribute to a leading company in scientific instrumentation. If you're detail-oriented and passionate about customer service, this is the role for you!

Benefits

Comprehensive Medical, Dental and Vision

Life insurance

Short- and long-term disability

Paid vacation

RRSP savings

Qualifications

• 2+ years in customer service or support role, preferably B2B.
• Experience with Zendesk and Microsoft Dynamics is a plus.

Responsibilities

• Respond to customer inquiries via multiple channels.
• Coordinate product repairs and training.
• Maintain productivity while ensuring service quality.

Skills

Fluency in English

Fluency in French

Attention to detail

Organizational skills

Time management

Excellent communication

Interpersonal skills

Self-motivated

Education

High school diploma or GED

Associate’s degree

Tools

Zendesk

Microsoft Dynamics 365/CE

Job description

Ready to support innovation and excellence in customer service? Apply now to join a global leader in scientific instrumentation.

Are you a detail-oriented, customer-focused professional who thrives in a fast-paced environment? Metrohm Canada is seeking a Product & Service Support Specialist to join our team in Mississauga, Ontario. In this role, you'll play a critical part in supporting internal teams and external customers, ensuring exceptional service and operational efficiency.

Key Responsibilities

• Respond to inquiries via phone, email, chat, and in-person regarding product information, pricing, shipping status, and service requests.
• Enter and process customer orders, including account setup and order confirmations.
• Create service work agreements and work orders.
• Assist sales and service teams with documentation during the pre-sales process.
• Coordinate product repairs, training, and return of defective products.
• Monitor open orders and collaborate across departments (purchasing, warehouse, finance, sales) to ensure timely delivery.
• Resolve customer complaints and ensure high satisfaction.
• Maintain productivity while upholding quality service standards.
• Provide coverage for phones, tickets, and customer support during business hours.
• Participate in team meetings and training sessions.

What You Bring

• Fluency in both English and French (spoken and written) is required.
• Strong attention to detail, organizational, and time management skills.
• Ability to multi-task in a dynamic, transactional environment.
• Excellent communication and interpersonal skills.
• Self-motivated and able to work independently and collaboratively.

Qualifications

• High school diploma or GED required; Associate’s degree preferred.
• Minimum of 2 years’ experience in a customer service or support role, preferably in a B2B environment.
• Experience with Zendesk and Microsoft Dynamics 365/CE is a plus.
• Background or interest in science is preferred.

Additional Information

• This is an in-office role based in Mississauga, Ontario.
• Must be available for occasional adjustments to work hours and occasional travel.
• Some evening or weekend work may be required.

At Metrohm Canada, we're more than a leader in chemical analysis; we're a community driven by passion, integrity, and a commitment to quality and innovation. With expertise in both laboratory and process systems for titration, ion chromatography, electrochemistry, and spectroscopy, our approach goes far beyond just technology. We believe in creating an environment where our people feel valued, heard, and inspired to do their best, ensuring that we not only deliver exceptional solutions but also foster a culture of mutual respect and continuous improvement. The way we take care of customers is deeply embedded in our culture, making every Metrohm experience uniquely personal and supportive.

Discover how our dedication to both science and humanity shapes everything we do at www.metrohm.com .

Eligible employees may choose to participate in the following benefits:

• Comprehensive Medical, Dental and Vision
• Basic life insurance and accidental death and dismemberment
• Short- and long-term disability
• Paid vacation, holidays, sick and personal days
• RRSP savings
• And more!

Metrohm Canada, Inc. is an Equal Opportunity Employer.
EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities

Metrohm Canada is a federal contractor with a commitment to engage in affirmative action to increase employment opportunities for protected veterans and individuals with disabilities.