Job Summary:

MANTECH manufactures software-driven automated laboratory and process analytical equipment for water and soil analyses. Our mission is to optimize the results of our customers while still enabling them to protect our workplace. We do this by faster and green methods for analysis that also lead to efficient decision-making protecting and conserving our environment and resources. Examples include the most sensitive analyzer for pipeline leak detection into water systems, optimized wastewater treatment at Pulp and Paper Mills, Breweries, Food Processors, and optimized methods in Environmental Testing Laboratories etc. ensuring optimized usage of energy and reagents. By employing green methods our mission delivers on fuel and plastic reduction, reduced chemical usage, further protecting our natural resources.

Customer

Service and Service Representative will be involved in these roles as defined below.

Customer Service Responsibilities:

· Review [email protected] inbox, answer any questions or delegate to other departments if required.

· Understanding of Product lines in which customers would ask (Biochemistry/Chemistry)

· Receive telephone calls, answer any questions on our products and green technology, process an order and transfer any calls if required

· Maintain customer profile information in both ERP (NetSuite and QuickBooks) and CRM (HubSpot) databases

· Process all customer orders in our ERP (NetSuite and QuickBooks) and CRM (HubSpot) software where required, create tasks when required

· Electronically, notify all staff of system orders received, requesting our QC team to create work orders for the system build.





· Prepare customer order documents for all system orders and pass to the QC department

· Update CRM (HubSpot) customer module lists (including serial numbers) for new system shipments, add-ons, replacements and returns.

· Email customers sales order acknowledgements, notifying them of any price discrepancies and ETA

· Create price quotes per customer requests

· Maintain customer electronic files on the MANTECH Network

· Update customers on expected delivery dates, send notifications if delays occur

· Review “open orders” report, reallocate inventory as needed for the release of the shipment

· Request updated ETA on missing parts from the purchasing department

· Process customer return requests and prepare customs documents if applicable

· Prepare proforma invoices for prepayment of orders. Request payment updates from the accounting department to release shipments.

· Assist with customs document requirements when needed

Service Admiration Responsibilities

· Review all incoming service emails in the [email protected] inbox. Answer or forward to the appropriate department

· Prepare Annual Service Agreements as required, submit for approval

· Invoice Agreement orders as received

· Prepare PM kits for shipment per scheduled service visits





· Maintain the Service Agreement Log

· Maintain Microsoft Planner for PM visits, remote service, system installations, etc.

· Maintain Schedule for future preparation of proposed Service agreements

· Maintain module and serial number list for systems shipped

Arrange RMA’s for customer returns, notify customer of shipping instructions, prepare Canada Customs invoice if required.

· Customer modules returned for repair

· Loaner Equipment returned

· Faulty equipment returned for replacement

· Faulty equipment returned for warranty repair

- Prepare replacement orders as required
- Process customer orders for loaned equipment
- Process customer orders/invoices for service equipment

· Back up for shipper/receiver · Additional duties as assigned by management

Support:

· Review all incoming support emails in the [email protected] inbox. Answer directly or delegate to the appropriate department

· Create a support case in NetSuite if required

· Follow-up on any open case

Education: Bachelor of Science, or Arts Degree and Chemistry/Biochemistry an asset)

Compensation:

Competitive salary, excellent benefits RRSP Matching, 3 weeks holidays, 6 paid sick days and much more. Position Funded through Biotalent must be a recent graduate and Canadian Citizen

Pay: $45,000.00-$55,000.00 per year

Benefits

- Company events
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Application question(s):
- Do you have Canadian Citizenship for Biotalent funding?

Education:
- Bachelor's Degree (preferred)

Work Location: In person

📌 Customer Service Representative - Recent Graduate (Guelph)
🏢 MANTECH
📍 Guelph