About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview: Bilingual Field Service Coordinator

Reporting to the Supervisor, Service Operations, the Field Service Coordinator is responsible for overseeing field dispatch activities and managing service incidents from initiation through resolution. This role plays a critical part in ensuring exceptional customer experiences, efficient service delivery, and adherence to service commitments. The successful candidate will act as a central point of coordination between customers, field technicians, internal teams, and service partners to ensure timely and effective issue resolution. Key Responsibilities: Customer Service &

- Relationship Management

- Deliver exceptional customer service through professional and effective interactions via phone, email, and service requests.
- Serve as a trusted point of contact for customers, ensuring prompt communication and issue resolution.
- Manage customer escalations and act as a key escalation point within the Product Support Services (PSS) organization.
- Build and maintain strong working relationships with customers, fostering confidence in service delivery.

Service Delivery &

- Operations





- Coordinate and oversee field service incidents, ensuring requests are dispatched, managed, and resolved efficiently.
- Monitor and manage Service Level Agreements (SLAs) to ensure contractual service commitments are consistently achieved.
- Analyze service performance metrics, identify trends, and implement corrective actions to improve service quality and operational efficiency.
- Collaborate with internal departments, field technicians, vendors, and partners to ensure seamless service delivery.
- Support continuous improvement initiatives by creating, documenting, and implementing processes that streamline operations and enhance customer satisfaction.
- Maintain accurate service documentation, records, and operational reporting.

Collaboration &

- Continuous Improvement

- Work across all Compugen business units to deliver a consistent and positive customer experience.
- Identify opportunities to improve workflows, reduce service delays, and increase overall operational effectiveness.
- Contribute to the development and execution of best practices, policies, and procedures for service operations.
- Participate or lead client meetings along with Service Delivery Manager, Sales Representatives, Account Managers and other parties to provide technical and administrative expertise and discuss possible solutions for various challenges and identify potential improvement opportunities

Skills &

Qualifications

- Strong understanding of IT service delivery principles and how customer requirements influence service operations.
- Fully Bilingual French/English
- Excellent customer service skills with a commitment to delivering outstanding client experiences.
- Knowledge of industry best practices, including IT service management frameworks such as ITIL and/or ISO standards.




- Strong analytical, problem-solving, and decision-making skills with the ability to manage multiple priorities in a fast-paced environment.
- Understanding of statistical, analytical, and financial principles related to service performance and operational management.
- Ability to effectively collaborate with both business and technical stakeholders.
- Exceptional interpersonal and communication skills, with the ability to engage confidently with customers at all organizational levels.
- Strong organizational, administrative, and coordination skills.
- Excellent presentation and reporting capabilities.
- Ability to remain calm under pressure, effectively manage escalations, and maintain a positive, qualified outlook.
- Highly customer-focused with a proactive and solution-oriented mindset.
- Strong attention to detail and commitment to operational excellence.
- Ability to work independently while effectively collaborating within a team environment.
- Passion for continuous improvement and delivering measurable business value.

What Compugen Offers You

- Exciting, fast-paced challenging work environment
- A culture where authenticity and diversity are valued
- Professional development
- Participation in Women in Technology Network
- Opportunities to give back to our local communities
- Collaborative supportive team members
- Remote work/hybrid work options
- Work/life flexibility

Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People &

- Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

📌 Bilingual Field Services Coordinator (Canada)
🏢 Compugen
📍 Canada