Bilingual Technical Customer Service Representative

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.

Why join Clarion:

• Generous compensation package including a competitive base salary and variable compensation
• Fantastic extended healthcare benefits for you and your family
• Extended personal spending account to be used on health and wellness such as gym memberships
• Pension plan with employer match contributions
• Paid vacation time and personal days
• Monday-Friday day shift operations with work/life balance at the forefront
• Mentorship, professional development, and commitment to career planning
• Paid education and training programs
• Lunch & learns, volunteer time and a focus on supporting our community
• Collaborative, open concept office
• And so much more!

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.

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.