The Company is part of the Diploma Healthcare Group (DHG) which is a group of specialized medical device distribution companies operating in Canada, Australia, New Zealand and Ireland
Somagen Diagnostics Inc. was founded +30 years ago in Edmonton and has grown steadily to become Canada’s largest independent provider of medical diagnostic technology to laboratories, hospitals and clinics. Somagen is the exclusive Canadian distributor for many of the world’s most respected diagnostic product suppliers such as Polymedco, Phadia, and Sakura. We pride ourselves on being a highly technical sales organization providing leading support solutions to our clinical customers. Our proven business model has consistently achieved sustained growth even through challenging economic times.
Vantage Endoscopy and AMT Surgical are leading sales focused distribution organizations specializing in high tech niche diagnostic and therapeutic medical products focused on Endoscopy/GI Suite, GI Clinics and Hospital Operating Rooms across Canada.
The Service Administrator is a vital member of the Technical Services team. This role is responsible for coordinating and managing service requests, work orders, and field activities for Somagen Diagnostics, AMT Surgical, and Vantage Endoscopy.
Fluent in both English and French, the Service Administrator acts as a central point of contact for internal teams and external customers, ensuring timely and accurate processing of service requests, equipment returns, and preventative maintenance schedules. The role involves creating and managing service documentation, dispatching field representatives, issuing RMAs, preparing quotes, and maintaining compliance with vendor bulletins.
Success in this position requires exceptional organizational skills, attention to detail, and the ability to prioritize multiple urgent tasks in a fast-paced environment. The ideal candidate is customer-focused, analytical, and adept at multitasking, with strong communication skills in both official languages. Experience with Microsoft Office, ERP/order entry systems, and a background in service or customer support are assets.
The Service Administrator plays a central role in delivering outstanding service and operational support, ensuring a seamless experience for both internal teams and external customers. This position directly contributes to the organization’s reputation for quality and service excellence.
What you’ll do:
This role is responsible for a variety of functions that include but are not limited to:
- Receive, document, prioritize, and resolve service requests from internal teams and external customers, ensuring prompt and effective action.
- Create and manage Service Work Orders for incoming loaners, demo devices, new equipment inspections, and medical device repairs or preventive maintenance.
- Assign and schedule service calls for Field Service Representatives (FSRs), support weekly planning to ensure timely completion of field activities.
- Issue Return Material Authorizations (RMAs) for customer equipment requiring service.
- Respond professionally to customer inquiries via phone and email, providing clear and timely information.
- Review, close, and invoice Service Work Orders, maintaining accurate records throughout the process.
- Coordinate with the Service Centre team to issue Picking Slips for equipment ready for customer return.
- Allocate and track service loaners, ensuring availability and proper documentation.
- Create, update, and maintain preventative maintenance schedules for all active Service Agreements.
- Prioritize and dispatch FSRs or Application Specialists, opening cases, allocating resources, and defining service timelines according to established procedures.
- Facilitate compliance reporting for Vendor Service Bulletins, ensuring all documentation is completed accurately and on time.
- Prepare and deliver service quotes to internal stakeholders and external customers.
- Proactively follow up with customers after service completion to ensure satisfaction and communicate next steps.
- Support FSRs with parts ordering, transfers, and logistics as needed.
- Complete all required internal reports with accuracy and timeliness.
- Manage and maintain the service records database.
- Perform other duties as assigned by your supervisor.
Requirements:
The successful individual will possess the following skills and qualifications:
- Administrative certification or College Diploma; experience in customer service or technical service is preferred.
- 2–3 years of experience in a Service Centre or customer service role is an asset.
- Bilingual proficiency in English and French, with excellent verbal and written communication skills.
- Exceptional attention to detail; highly organized and able to prioritize multiple urgent requests in a fast-paced environment.
- Strong analytical and problem-solving abilities.
- Demonstrated customer service orientation.
- Ability to work independently and collaboratively within a team.
- Positive attitude and resilience under pressure.
- Proven ability to multitask and adapt in a dynamic environment
Preferred Skills & Certifications
- Proficiency in Microsoft Office Suite (Word, Excel, Teams, Outlook) is required.
- Experience with ERP/order entry systems such as Spire, Microsoft AX, and SharePoint is preferred.
- Mechanical, electronic, or scientific knowledge is considered an asset.
What’s in it for you:
- Diverse and dynamic teams with challenging and exciting work
- An opportunity to have a real impact on our business.
- A great range of social activities
- Employee referral program
- And so much more!!
Hours and Locations:
- Flexible 7.5-hour shift within office hours 8:00 AM – 5:00 PM.
- Mississauga (Meadowvale area)
- During onboarding and training, you will be required to work onsite five days per week; following this period, the role will transition to a hybrid schedule with three days per week in the office.
Health & Safety Responsibilities: The successful candidate is expected to support and comply with all workplace health and safety requirements, including:
- Maintaining safe systems of work for manual handling, vehicle movements, storage, and equipment use (if applicable).
- Reporting incidents, near misses, and unsafe conditions and assisting with investigations.
- Follow site rules, safe working procedures, and use PPE as required.
Note: The successful candidate must be eligible to work in Canada and will be subject to a background check and references.
This job posting is an existing vacancy
We rely on people, not algorithms. Our recruiters personally review every application no AI screening is used at any stage.
In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) 2005, should you require any accommodation during the recruitment process, please indicate this on your application and we will gladly work with you to meet your accessibility needs.
If you are interested in working for a progressive and dynamic company with solid growth potential, in a field that has a direct impact on the lives of our employees, hospital staff and patients, we would like to hear from you on how you can contribute and grow with us!
Pay: $48,000.00-$60,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care
Education:
- Secondary School (required)
Experience:
- Service Work Orders : 2 years (required)
- Customer service: 2 years (required)
- Service Centre: 3 years (required)
Language:
Work Location: Hybrid remote in Mississauga, ON L5N 5S2
