Customer Care Generalist

The world isn’t standing still, and neither is ATS Life Sciences - We don’t follow the trends. We set them!

Are you interested in being part of a team that makes a difference? Join our growing ATS Life Sciences Systems team a division of ATS Corporation, a publicly traded global enterprise with a proud history, we are helping advance the future with our factory-wide automation solutions. Within Life Sciences Systems, what we do matters – we custom design, build and service critical automated solutions for medical device and pharmaceutical companies. We are dedicated to assisting our customers in improving the quality of life for people around the world. When there is no room for error, and product failure is not an option, leading life sciences companies trust us to resolve their production challenges.

Job Description

WHAT'S IN IT FOR YOU

Benefits:

Compensation: $50,000 - $71,000
Annual Performance-Based Incentive Bonus
5% RRSP match
Stock purchase plan
Starting 3 weeks of vacation
Benefits package (health and dental) + $600 health spending account
Half-Day Fridays
Continuous learning and career growth with global mobility opportunities.
A chance to contribute to something bigger - advancing the future of healthcare through automation.

MAJOR DUTIES:

The Customer Care Generalist will be part of a team that is the central point of contact for the SuperTrak CONVEYANCE customer orders, installation and service coordination & scheduling, and warehouse management.

SPECIFIC RESPONSIBILITIES:

Customer Care and Service Support

• Central point of contact for all order entry and order creation/maintenance into our Enterprise Resource Planning (ERP) system and order confirmation (Configured Systems, Components and Spares, Warranty & Services)
• Central point of contact for all customer related inquiries regarding PO execution
• Central point for all customer communications, including issue resolutions
• Act as a main interface between customers and production during order executions
• Customer order and revenue stream reporting as required
• Coordination & scheduling of service, installation, and support visits at customer deployment sites
• Organization and coordination of customer shipments including necessary documents development
• Supporting internal stakeholders as it relates to customer communication to ensure alignment with messaging
• Management demo system agreements, logistics and coordination
• Support warehouse inventory management (as required)
• Responsible for SOX compliance
• Work with finance to resolve any discrepancies between suppliers' POs and invoices using Tungsten.
• Co-ordination of customer issues through the service group using Jira for tracking. Ability to update customers when needed about ticket completion and collect customer satisfaction.

Project Management Support

• Support execution of select projects internal to the SuperTrak team
• Trade Show cell development, build & and associated logistics
• Beta product launches
• New Product Introduction projects
• Focus on three Key Performance Indicators are: PO Confirmation & Response times, and Customer satisfaction
• Formulating plans to expedite Jira ticket resolutions using the service group and the various Tier support levels.

Qualifications

Education

• Post-secondary college diploma, university degree or equivalent, focused in Supply Chain & Operations Management, Business Administration or Engineering.
• Completion of, or in the process of achieving the Project Management Professional designation is an asset.

Experience:

• Customer support regarding order management, expedite requests, scheduling of services and communication of administration of customer training
• Strong verbal and written communication
• Proficient in Microsoft Excel
• Prior experience with JD Edwards and Tungsten is an asset
• Experience in supporting small to medium size projects
• Experience communicating, collaborating, across multiple teams and stakeholders

HEALTH, SAFETY, AND ENVIRONMENTAL:

• All employees have the responsibility to work in a safe manner and report any health, safety or environmental concern to their manager or supervisor in a timely manner.
• Work in compliance with divisional health, safety and environmental procedures
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods
• Report any unsafe conditions or unsafe acts
• Report defect in any equipment or protective device
• Ensure that the required protective equipment is used for the assigned tasks
• Attend all required health, safety and environmental training
• Report any accidents/incidents to supervisor
• Assist in investigating accidents/incidents
• Refrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct

If you're excited about this role, but do not meet all the qualifications listed above, you are still encouraged to apply

Why YOU should join our ATS Life Sciences Systems team:

We value our PEOPLE - The foundation of a great company is having the best team which is why we continuously work to develop, engage, empower and energize our people. The best people want to work with the best team - the best teams are diverse and inclusive teams.

What we do MATTERS - our Life Sciences projects contribute to improving the lives of people around the world! ATS has made a commitment to be carbon neutral by 2030!

INNOVATION and PROBLEM SOLVING is at our core - Our pursuit of continuous improvement in everything we do. Our focus is on building diverse teams, stimulating innovation by challenging conventional thinking, encouraging fresh ideas and promoting creative problem-solving

We prioritize internal GROWTH & DEVELOPMENT - ATS offers endless opportunities for professional growth and development – with a tuition reimbursement program, individual development programs and a commitment to promoting from within - there is space for you to grow your career at ATS!

We offer COMPETITIVE Total Rewards - Competitive starting salaries, overtime pay eligibility, paid vacation, Employee Incentive Bonus program, comprehensive health and dental benefits including Lifestyle Spending Account, 5% RRSP matching program and optional Employee Share Purchase Program

The Compensation offered will be based on the local job market and may vary depending on factors such as the job-related knowledge, skills, experience of the selected candidate, as well as other objective business considerations. Subject to these considerations, the total compensation package for this position may also include other elements, such as an annual cash incentive in addition to a full range of medical, retirement, and/or other benefits. Details of these benefit plans will be provided when the selected job candidate receives an offer of employment.

A place to BELONG: We celebrate our uniqueness and ensure that all employees have equal opportunities for growth and development. We believe that unique experiences are essential for our success and innovation.

This role represents an existing vacancy within the organization.

ATS is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessary.

The ATS applicant tracking system may utilize AI software with pre‑defined, rule‑based filters to organize and manage application materials. Rule‑based filters operate solely on fixed criteria and do not perform autonomous evaluation or generate independent recommendations. All hiring decisions continue to involve human review and judgment.