Service Coordinator

Drägerwerk AG & Co. KGaA; Mississauga; On-site; CAD 53,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

RRSP matching

Tuition reimbursement

Wellness programs

Life insurance

Paid vacation 18 days

Job summary

Draeger Safety Canada, Ltd. in Mississauga, ON, Canada is seeking a Service Coordinator to support post-sale service requests and maintain customer data. The role requires a hybrid schedule with in-office presence 2 days per week.

Key responsibilities include processing service requests in SAP/CRM, dispatching maintenance, handling invoices and parts orders, and ensuring Installed Base accuracy. Fluent French and English are required, with strong SAP experience and Microsoft Office proficiency.

Qualifications

• High School diploma plus related technical school program
• Bilingual French and English, written & verbal
• Minimum 2–3 years related experience in service/support
• Strong SAP experience mandatory; CRM and order entry knowledge required
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Excellent verbal and written communication; problem-solving skills
• Experience with rental, warranty and post-sales service is a plus

Responsibilities

• Process email and online service requests by creating Service Notifications in SAP and sending service orders to CRM
• Dispatch contracted, non-contracted and demo maintenance requests and related service orders
• Handle return authorizations and service orders for customer factory repairs; follow up via calls and emails
• Verify invoicing and ensure PO availability for billing; address SAP discrepancies
• Process parts orders and assist technicians with service estimates and back-office tasks
• Update equipment, location and primary service technician in the Installed Base
• Perform other duties as needed

Skills

Bilingual FR/EN

SAP experience

CRM & order entry

MS Office

Education

Technical education plus high school diploma

Tools

SAP

CRM systems

MS Office

Job description

Select how often (in days) to receive an alert: Create Alert

• Business Unit:Draeger Safety Canada, Ltd., Job-ID: 1366
• Function:Service
• Work Location:Hybrid
• Employment Type:Permanent

The Job Responsibilities

The Service Coordinator will work a hybrid schedule from our Mississauga, ON, Canada office,with a mandatory requirement to work in the office 2 days per week.

The purpose of this position is to ensure post-sale service requests are handled efficiently and with accuracy. Plays a key role in maintaining the integrity of our installed base of equipment records and customer data.Guides customers through our service and warranty processes.

• Processes e-mail and online service requests by creating Service Notifications in SAP and sending service orders to CRM.
• Dispatches Contracted, Non-contracted, and Demo Preventative Maintenance requests as well as unscheduled maintenance and repair dispatches according to guidelines. Dispatches installs, repairs, and service orders related to Technical Service Bulletins. Processes cancellation of all Canadian dispatches when validated, administers changes to Canadian dispatches on a daily basis, reallocates dispatches for technicians who are no longer employed, and reconciles all dispatches and SAP discrepancies.
• Processes return authorizations and service orders for customer factory repairs. Responds to customer calls and emails related to contracts and dispatch questions. Follows up with technicians to ensure service that is high-priority or that is pending is done. Assists technicians when they need a contact or more information on their dispatches.
• Researches customer invoice inquiries, requiring crediting/rebilling, etc., and corrects as necessary. Verifies all service calls and their billing before invoicing. Ensures availability of Purchase Orders for billing in a timely fashion by following up with the Service Techs.
• Processes parts orders for service technicians and reviews the associated error log to address the discrepancies. Assists service technicians with service estimates documents to the customers when required. Supports the service technicians with other back office tasks as necessary.
• Administers updates to equipment, location, and primary service technician for the accuracy of the equipment Installed Base.
• Performs other duties as needed and assigned.

Artificial Intelligence (AI) is not being used to screen, assess or select applicants.

Thispostingis for an existing vacancy.

Your Qualifications

• High School diploma, and College/University degree or completion of a related technical school program
• Bilingual skills are required, written and verbal in French and English
• Minimum 2-3 years related experience
• Direct customer service experience in medical device and/or safety industry preferred.
• Strong SAP experience is a MUST
• Knowledge of CRM, order entry and inventory computer system required
• Proficiency in Microsoft Office Software including Word, Excel, Power Point and Outlook required
• Strong verbal and written communication skills
• Exhibit problem-solving skills
• Prior experience with Rental, Warranty and Post-Sales Service is an asset.

The targeted pay range for this position is typically between $52,900 - $63,500 . We note that the base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. This position is eligible for the following additional compensation: annual bonus, and overtime pay.

At Draeger, Technology for Life means investing in the wellbeing of our people - both at work and at home. We offer a competitive benefits package designed to support your health, growth, and future, including:

• Comprehensive medical, dental, and vision coverage
• Paid vacation starting at 18 days per calendar year
• RRSP matching to help you plan for the future
• Tuition reimbursement for continued learning
• Wellness and employee support programs
• Life and other insurance options

We’re committed to creating a workplace where you can thrive.

Who we are

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.

Our field based Sales and Service workforce, located across Canada, is focused on building and strengthening long term relationships with our customers in the delivery of Draeger’s exceptional portfolio of Medical and Safety products and solutions.

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.