We are a growing ATS Life Sciences Systems team, a division of ATS Corporation. Within Life Sciences Systems, we 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.

Job Description

Benefits

- Compensation: $50,000 - $71,000
- Annual performance‑based incentive bonus
- 5% RRSP match
- Stock purchase plan
- Starting 3 weeks of vacation
- Health and dental benefits + $600 health spending account
- Half‑day Fridays
- Continuous learning and growth opportunities with global mobility opportunities
- A chance to contribute to something bigger – advancing the future of healthcare through automation

Major Duties

The Customer Care Generalist serves as 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 order entry and order creation/maintenance into our ERP system and order confirmation (Configured Systems, Components and Spares, Warranty & Services)
- Central point of contact for all customer inquiries regarding PO execution
- Central point of contact for all customer communications, including issue resolutions
- Act as the 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 regarding customer communication to ensure alignment with messaging
- Management of demo system agreements, logistics and coordination
- Support warehouse inventory management as required
- Responsible for SOX compliance
- Work with finance to resolve discrepancies between suppliers’ POs and invoices using Tungsten
- Coordinate customer issues through the service group using Jira, updating customers on ticket completion and collecting customer satisfaction

Project Management Support

- Support execution of select projects internal to the SuperTrak team
- Trade Show cell development, build & associated logistics
- Beta product launches
- New Product Introduction projects

- Focus on three KPIs: PO Confirmation & Response times, and Customer satisfaction
- Formulate plans to expedite Jira ticket resolutions using the service group and 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 administration of customer training
- Strong verbal and written communication
- Proficient in Microsoft Excel
- Prior experience with JD Edwards and Tungsten is an asset
- Experience supporting small to medium size projects
- Experience communicating and 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 acts
- Report defects in any equipment or protective device
- Ensure required protective equipment is used for assigned tasks
- Attend all required health, safety and environmental training
- Report any accidents or incidents to supervisor
- Assist in investigating accidents or 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.

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.

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📌 Customer Care Generalist (Cambridge)
🏢 ATS
📍 Cambridge