Bilingual Customer Service Representative

About Pentax Medical

Pentax Medical is a global medical device company specializing in flexible endoscopy systems. As a division of HOYA Holdings, we develop, manufacture, distribute, and maintain endoscopic equipment used in hospitals and outpatient surgery centers worldwide. At Pentax Medical, our mission is to improve patient care and healthcare delivery globally through innovative endoscopic imaging technologies and solutions.

Guided by our commitment to quality, clinically relevant innovation, and simplicity, we focus on:

• Endoscopic imaging technology
• Clinical training and physician education
• Infection prevention and reprocessing solutions
• Service and repair support for endoscopy services

Job Title

Bilingual Customer Service Representative (CSR)

Location

Canada

Department

Commercial

Reporting To

Manager of Customer Experience

Why Join Pentax Medical?

At Pentax Medical, your work makes a difference. Pentax Medical is a medical technology company owned by HOYA that provides endoscopic imaging systems, endoscopes, and related services for gastrointestinal, pulmonary, and ENT procedures, helping physicians diagnose and treat diseases through minimally invasive techniques. Whether you support business operations, develop innovative technologies, manufacture life-saving devices, or contribute to an exceptional customer experience, your contribution helps improve healthcare outcomes worldwide. By joining our team, you will benefit from:

• A mission-driven organization dedicated to improving patient care
• A collaborative culture that values innovation, empowerment, and teamwork
• Opportunities to make a measurable impact in a growing global company
• Professional development and career advancement opportunities
• Competitive compensation and performance-based rewards
• Comprehensive benefits covering health, wellness, and retirement
• Generous paid time off, sick leave, and company holidays
• Flexible work arrangements where applicable

Job Summary

The bilingual Customer Service Representative (CSR) reports to the Customer Service Supervisor and is responsible for coordinating communications with customers regarding repairs and orders. The CSR responds promptly to all service requests, manages customer accounts, and acts as the primary point of contact. They also coordinate the team's workflow and establish priorities.

Key Responsibilities

• Phone Support: Provide telephone support to customers, process requests, follow up, and resolve issues.
• Administrative Support: Provide administrative support and coordinate sales representative activities.
• Customer Account Management: Manage customer accounts and revenue growth opportunities.
• Order Processing: Prepare, release, and process orders for regular sales and capital equipment sales.
• Billing: Prepare required documentation and invoices.
• Quote Coordination: Coordinate the preparation of quotes and prioritize repairs based on approval date.
• Workflow Coordination: Act as the primary point of contact for coordinating team activities.
• Process Analysis: Contribute to the analysis and improvement of internal processes.
• Systems Improvement: Participate in the improvement of IT systems and internal infrastructure.
• Complaint Management: Evaluate customer concerns to determine if they need to be reported to Health Canada and forward them as necessary.
• Product Knowledge: Maintain up-to-date knowledge of company products and services.
• Confidentiality: Ensure the confidentiality of customer information.
• Internal Relations: Maintain good working relationships with other departments, sales representatives, and management.
• Other Duties: Perform any other related duties as required.
• Note: Flexibility to work until 5:30 PM EST is required.

Qualifications

• Bilingualism: Fluency in both French and English, spoken and written.
• High school diploma or equivalent required.
• 2-3 years of experience in an inbound call center, including process coordination.
• Customer Service Excellence: Excellent interpersonal skills and professionalism to provide high-quality service to internal and external clients.
• Priority Management: Ability to pay close attention to detail, organize and prioritize work, follow up, and manage multiple tasks simultaneously.

What Will Make You Successful

• Strong consultative selling and customer relationship skills
• Ability to identify customer needs, obstacles, and opportunities throughout the sales process
• Excellent communication and presentation skills
• Strong collaboration and teamwork with commercial and clinical functions
• Adaptability and confidence in dynamic clinical environments
• Sense of responsibility, autonomy, and results orientation
• Commitment to quality, patient care, and client success

Work Conditions and Travel

• Work Environment: Remote work
• Travel Requirements: Up to 75% within assigned territory

Physical Requirements

The physical requirements described here are representative of those needed to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to occasionally lift and transport equipment cases, demonstration units, and training materials weighing up to 50 lbs, and frequently up to 25 lbs.
• Ability to push and pull equipment on wheels, including automatic endoscope reprocessors and demonstration carts, with or without assistance.
• Ability to stand and walk for extended periods during equipment installations, training sessions, procedural support, and trade shows.
• Ability to bend, squat, kneel, crouch, stoop, and reach objects at heights above and below shoulder level to access and maintain equipment, including those located under counters, on carts, or in reprocessing rooms.
• Ability to travel within the assigned territory by car or plane, including occasional overnight travel, and navigate hospitals, operating rooms, outpatient surgery centers, and reprocessing environments, including stairs.
• Sufficient manual dexterity to handle instruments, tools, and endoscopes, and sufficient visual and auditory acuity to perform equipment inspections, testing, and customer communications.

Benefits and Total Rewards

Pentax Medical offers a comprehensive benefits program designed to support employees and their families, including:

• Medical, dental, and vision coverage
• Retirement savings plans
• Life and disability insurance
• Employee assistance program (EAP)
• Wellness resources
• Paid time off
• Company holidays
• Professional development opportunities

Benefits may vary by position and location.

Our Culture

At Pentax Medical, we believe innovation comes from diverse perspectives. We foster a collaborative, inclusive, and respectful workplace where employees are encouraged to share ideas, challenge the status quo, and grow professionally. We are committed to building teams that reflect the communities and customers we serve.

Ready to Make an Impact?

If you are excited about contributing to a company that advances healthcare through innovation and quality, we encourage you to apply.

Join Pentax Medical and help shape the future of patient care.

Equal Employment Opportunity

Pentax Medical is an equal opportunity employer and is committed to creating an inclusive environment for all employees and candidates. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other legally protected status.