Job Title: Bilingual Field Service Coordinator (EN/FR)
Position Type: On-site, Permanent, Full-Time
Location: Brampton, ON / Cambridge, ON
Reports To: Customer Care Manager
Compensation: From $50,000 CAD base Salary + Benefits + Pension
Join Our Team
Here at Stevens, we are more than just a leading Canadian medical supply distributor—we are driven by purpose. Our mission is to bring innovative, top quality, affordable products and services to healthcare providers in an effective manner, and we know that starts with our people. The Stevens Company has been helping to shape Canadian healthcare for over 150 years, and each employee plays a key role in providing the exceptional service and comprehensive healthcare solutions we set out to achieve every day.
Position Overview
The Field Service Coordinator is a vital link in our medical distribution chain, responsible for synchronizing technical repairs, customer relations, and specialized logistics. This role ensures that critical medical equipment is serviced efficiently by managing the end-to-end workflow between field technicians, healthcare clients, and original equipment manufacturers (OEMs).
Duties & Responsibilities
· Technical Intake and Triage: Act as the primary interface for customer service requests via phone and email, conducting preliminary troubleshooting and triage to determine the necessary level of technical intervention.
· Service Scheduling and Communication: Coordinate the deployment of field technicians and provide customers with firm service dates, proactively delivering updates on repair milestones and maintenance status to manage expectations.
· Financial and Service Administration: Generate formal quotes and cost estimates for repairs while processing parts orders, customer returns, and all financial transactions related to the service lifecycle.
· Logistics and OEM Coordination: Manage complex shipping requirements, including the preparation of international commercial invoices and proformas for OEM repairs, while tracking manufacturer turnaround times and costs.
· Inventory and Performance Management: Oversee the timely disposition of returned equipment at the distribution center and monitor service metrics, such as turnaround time, to report monthly performance KPIs to management.
· Cross-Functional Collaboration: Partner with the sales and customer care teams to ensure all service-related inquiries are resolved quickly and provide administrative support for high-priority accounts to maintain peak client satisfaction. Including working closely with regulatory and quality to address customer complaints, recalls and other activities.
· Compliance and Documentation: Maintain meticulous records of all service activities, ensuring that device history files and repair logs are updated in accordance with internal quality standards and medical device industry regulations. Assist with organizing and managing of service agreements including preventative maintenance and service level standards
Key Qualifications
·Fluent in English and French required.
Exceptional verbal and written communication skills with the ability to translate technical updates into client-friendly language.
· 2-3 years experience working in a Inventory control, customer care, service coordination or operations ideally within a medical or highly regulated distribution environment.
· Knowledge of the Microsoft Office Suite, specifically Microsoft Word, Excel and Outlook.
· Highly organized with a strong attention to detail and the analytical skills necessary to manage complex repair workflows.
· Strong team player with positive attitude.
Health & Safety Compliance:
All duties must be performed in accordance with occupational health and safety regulations, following safe work practices at all times.
If interested in this role, please send your resume and Cover letter to:
[email protected]
Why Work at Stevens?
Success begins with the people who work towards it. When they feel valued, supported and empowered to reach their own potential, new ideas and innovations can thrive.
Therefore, we are committed to providing a comprehensive benefits and employee program that supports:
- Comprehensive Benefits: Full-time employees and their families receive robust coverage including extended health and dental plans and life insurance.
- Defined Contribution Pension Plan: Employer matched pension plan.
- Career Development: Professional growth opportunities.
- Opportunities for Advancement: We actively support internal growth and skill development to help you build a lasting career with us.
A Workplace Where Everyone Belongs
Diversity, equity, and inclusion are core to who we are. We respect, value and celebrate people from all backgrounds, and are committed to ensuring all feel supported and empowered to reach their full potential. We do not tolerate discrimination of any kind and foster a culture of respect and inclusion. Diverse viewpoints spark innovation and help deliver creative solutions; at The Stevens Company we celebrate diversity and recognize our staff for their abilities.
Get Involved!
Definitely not all work and no play, here at Stevens we love to get involved in activities that promote community, connection and good fun! Our Social Committee does a fantastic job of organizing various activities, games and events throughout the year, including but not limited to; STEVENGO, Family & Friends events, spirit days, holiday events and various fun-filled initiatives to support charities both local and national we are proud to partner with.
To learn more about the fun being had at Stevens, check out our LinkedIn:
linkedin.com/company/the-stevens-company-limited
Grow With Us
If you’re passionate about helping others, thrive in a supportive and inclusive team environment, and want to be part of a company making a real difference in Canadian healthcare, we’d love to hear from you.
Job Types: Full-time, Permanent
Pay: From $50,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Vision care
Ability to commute/relocate:
- Brampton, ON: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 2 years (required)
Language:
Location:
Work Location: In person
