Bilingual Technical Support Specialist Level I

Job Description

As a key member of the Operations Team, the Technical Advisor provides technical product support for complaint handling, service, and repair activities. The role is responsible for supporting customers with inquiries related to currently supported Olympus equipment and ensuring the timely and accurate resolution of service-related issues.

Job Duties

• Respond to inbound customer calls and emails, and place outbound calls as required.
• Investigate and resolve technical issues related to all Olympus sold products within the scope of training.
• Accurately document incidents, update service tickets, and enter data into the ERP system to support reporting and analysis.
• Create and manage work orders for field service activities, ensuring the accuracy of reported issues.
• Coordinate with field service team to facilitate timely repair activities.
• Generate and provide repair history reports for internal and external stakeholders, including guidance on report interpretation and analysis.
• Support customers and sales teams by providing updates, solutions, and recommendations related to repair activities.
• Maintain a strong commitment to delivering an exceptional customer experience.
• Provide feedback to management on recurring issues and opportunities to improve support processes and the overall repair experience.
• Complete training on Olympus electronic products to support progression to the Bilingual Technical Support Specialist II role.
• Perform other duties as assigned.

Job Qualifications

Required:

• Minimum college diploma in Electronics Technology, Electronic Engineering Technology, or a related technical field, or an equivalent combination of education and experience.
• Minimum of 3–5 years in a technical support or customer support role, or related experience is required.
• Professional-level proficiency in spoken and written English and French is required.
• Strong problem-solving, interpersonal, and communication skills, both written and verbal.
• Strong knowledge of APIs, software and system integrations, and interface management.
• Demonstrated ability to consistently exceed customer satisfaction expectations for both internal and external customers.
• Proven self-starter with the ability to work independently and effectively follow and support management direction.
• Strong work ethic with a demonstrated ability to achieve both individual and team objectives.
• Demonstrated willingness to work flexible business hours to meet operational requirements.
• Proficient in Microsoft Office applications; experience with ERP and CRM systems such as SAP, JD Edwards (JDE), Salesforce, and Power BI is considered an asset.

The anticipated starting base pay range for this full-time position working at this location is $29.45 to $47.11 per hour plus potential for annual bonus (subject to plan eligibility and other requirements). Olympus considers a variety of factors when determining actual compensation for this position including: level of experience, working location, and relevant education and certifications.

Artificial Intelligence is not being utilized in the Olympus hiring process.

Competencies

• Customer Focus
• Tech Savvy
• Decision Quality
• Action Oriented
• Resourcefulness
• Ensures Accountability
• Drives Results
• Collaborates
• Nimble Learning
• Situational Adaptability

Why join Olympus? We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture. Equitable Offerings you can count on:

• Competitive salaries, annual bonus

• Comprehensive medical benefits and pension plan

• Generous Paid Vacation and Sick Time

• Paid Parental Leave and Adoption Assistance

Connected Culture you can embrace:

• Work-life integrated culture that supports an employee centric mindset

• Offers onsite, hybrid and field work environments

• Paid volunteering and charitable donation/match programs

• Employee Resource Groups

• Dedicated Training Resources and Learning & Development Programs

• Paid Educational Assistance

Are you ready to be a part of our team? Learn more about our benefits and incentives: . Olympus considers a variety of factors when determining actual compensation for this position, including level of experience, working location, and relevant education and certifications. Artificial Intelligence is not being utilized in the Olympus hiring process. At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states. For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world. Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit . You Belong at Olympus We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply. Let’s realize your potential, together. It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law. Posting Notes: || Canada (CA) || Ontario (CA-ON) || Richmond Hill || Customer Service