Job Summary

We currently have an opening for a Administrative Services Coordinator for our Technical Service Department. This position is responsible for administration functions, accepting and processing customer request for technical service and maintenance, for logging, assigning, and documenting all repairs, for dental dealers and other customers and for ensuring the timely processing of these repairs. Based on the guidelines provided by the Technical Service Manager, the Administrative Services Coordinator reviews and adjusts repair estimates created by the Technical Service Team, decides on their release to customers, and follows up on timely approval. The position also provides guidance and support to the Technical Service team, initiates and implements process improvements and helps with the organization of Technical Service Training and other events.

The Administrative Services Coordinator also answers incoming customer calls in English and French and provides information on products, product availability and pricing, repair, and order status etc.

Core Competencies:

• Excellent oral and written communication skills
• Proficiency in English, both verbal and written
• French language an asset
• Excellent listening and understanding skills
• Experience troubleshooting customer inquiries/problems
• Strong organizing skills – work schedule, documentation, follow-ups
• Attention to detail
• Strong problem solving/decision making ability
• Team player
• Time management

Job Duties & Responsibilities:

• Administration services - Receive and accept requests from customers to technical service and/or maintenance, log calls, create RGAs and work orders and assign technicians for in-house and field repairs based on their technical expertise and availability.
• Answer the technical and Customer Service telephone lines in English and French and assist customers with part numbers, simple service solutions, repair and order status and other inquiries they may have raised
• Acquire PO and proper documentation for all installations, repair and maintenance jobs while tracking and ensuring their timely completion.
• Track in-house repairs and follow up on their timely completion
• Based on guidelines provided by the Technical Service Manager, review, adjust and release repair estimates to customers and follow up on their approval.
• Ensure that service reports created by the technicians are accurate and complete
• Prepare the customer advice note and shipping note
• Follow up on part shortages with the Materials Department and /or Production
• Act as liaison to our customers and work to resolve and/or address their concerns within Technical Service and other departments
• Document customer complaints and resolve when possible. Escalate and provide detailed updates to management when necessary
• In accordance with guidelines, provide and track loaner equipment and follow up on timely return
• Monitor the returned goods inventory and publish availability of refurbished equipment to the Sales and Customer Service teams
• Select equipment for refurbishment and coordinate refurbishment process between Technical Service and Production
• Provide guidance and support to the Technical Service Team
• Initiate and implement process improvements
• Help with the organization of Technical Service and other events
• Comply with the SciCan internal policy regarding safety in the workplace and use necessary protecting devices

Educational and Experience Requirements:

• College Degree or equivalent experience & skills.
• Experience providing administrative support to technicians, customers and being the liaison between the two.

Job Summary

The Dental Sales Representative is part of our North America Sales team covering assigned geographic areas. In this role, the Dental Sales representative will report directly to the Regional Sales Manager –SciCan Canada and is responsible for the revenue growth of our products.

Job Duties & Responsibilities:

• Collaborate with dealers and end-user organizations on a regular basis to keep them trained and educated about products and programs. This will include in-service training at end-user dental facilities.
• Co-travel with dealer representatives who have established relationships with the dental offices.
• Responsible for the achievement of sales quota in assigned territory.
• Manage and grow DSO’s and Educational facilities.
• Provide follow-up and support to dealer representatives/end users.
• Hold business meetings with local dealer Branch Managers to support and increase sales growth.
• Manage customer base through a CRM.
• Manage expenses, budgets, and inventory.
• Participate in regional and local industry and training events, including meetings and trade shows.
• Overnight travel requirement is 25-35%.
• Must be able to travel Internationally and in the US and within Canada as required.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Educational and Experience Requirements:

The minimum qualifications listed below are representative of the knowledge, skill, and/or ability needed to successfully perform the job.

• Bachelor’s degree preferred.
• At least 2 years of sales experience preferred.
• Experience in the dental industry preferred.
• Excellent verbal and written communication/presentation skills.
• High level of organizational and time management skills, with the ability to work with minimal supervision.
• Customer Focused with the ability to manage and maintain expectations. IPAC (Infection Prevention and Control) experience (preferred).
• Computer literacy.
• Valid Driver’s License.
• Required to attend trade shows as scheduled.
• Ability to travel internationally and in the US and within Canada as required.

Working Conditions:

While performing the duties of this job, the employee works primarily in a home office environment and travels on a regular basis to dental offices and dental dealers. The noise level in the work environment is quiet to moderate. This is a full-time salaried position working 37.5 hours per week, with hours of work and days scheduled determined by the Regional or District Sales Manager. Special circumstances such as off-shift and weekend work (trade shows) will occur on occasion. This position requires moderate travel.

Physical Requirements:

While performing the duties of this job, the employee is primarily sitting for prolonged periods of time. Extensive standing, walking, or bending will occur at trade shows and exhibitions. Prolonged periods of concentration and focus are required along with adequate interpersonal skills and the ability to deal with the stress of time restraints. The employee is required to use hands and fingers to handle or feel objects; reach with hands and arms; and talk and hear. The employee must occasionally lift and/or move up to 50 pounds. This position requires regular and consistent attendance either in the home office or at dental offices and trade shows.

Job Summary

This position is responsible to support production activities to ensure consistent high-quality output,productivity improvements and process robustness. This position will also work as a liaison between production and other SciCan departments from product development to the transfer of the product to manufacturing.

Job Duties & Responsibilities:

• Develop, evaluate, and improve manufacturing processes, utilizing knowledge of product design, materials and parts, fabrication processes, tooling and production equipment capabilities, assembly methods, and quality control standards
• Identify and troubleshoot process, material, or equipment problems to minimize down time.
• Where possible, apply 6 sigma techniques in the resolution of process, quality, and system deficiencies.
• Troubleshoot manufacturing issues and drive to closure with related parties. Recommend solutions to design team, if required.
• Assist production personal in failure analysis and troubleshooting of non-conforming manufactured product to determine the root cause.
• Design and develop tools, jigs, and fixtures to aid in assembly. Create CAD models and drawings for these tools.
• Maintain production tools and fixtures.
• Initiate and lead projects to improve production efficiency, ergonomics and safety of production personals.
• Prepare reports, charts, and other documentation required for engineering records and projects.
• Working with Design team at the early stages of new product development ensuring DFM and DFA principals are applied to product design.
• Develops testing and inspection criteria at various stages of assembly based on the statistical data of parts’ reliability and recommendation from the design team.
• Assist with training of manufacturing employees on new products, tooling, equipment, and process revisions.
• Identify critical control points and preventive measures.
• Create and maintain FMEA documents.
• Using lean concepts and tools, participate in continuous improvement projects to improve production plant and manufacturing processes.
• Make recommendations and initiate Plant Wide Quality/Process System Improvements including alternative materials, equipment, gauging, systems, error proofing, and methods.
• Update and document current plant layout. Modify layout as required to support new assembly requirements or new product launch.

Educational and Experience Requirements:

• Bachelor’s degree in mechanical, manufacturing or industrial engineering.
• 5 plus years of related experience in a manufacturing environment preferably with medical products.
• Working knowledge of manufacturing and quality improvement methods, including Lean Manufacturing concepts.
• Must be a self-starter, with the ability to work both alone/with minimal supervision and in team environment.
• Strong analytical and problem-solving skills, with a demonstrated ability to conduct root cause analysis and FMEA (Failure Mode Effect Analysis).
• Excellent computer and data analysis skills. Candidate must be proficient in Microsoft Office, CAD (Creo preferably), and CMMS systems.
• Strong communication skills both verbal and written.
• Certification in Lean Six Sigma (Green Belt, Black Belt) or equivalent will be an asset.
• Familiarity with ISO13485 and general product safety requirements such as CSA, UL, TUV will be an asset