Client & Warranty Services Technician

Regency Fireplace Products•Portland, OR

19h•Onsite

About The Position

In this dynamic, fast-paced environment, the Client & Warranty Services Technician provides frontline support to consumers, dealers, and installers from all markets. Reporting to the Technical Services Supervisor, this position will collaborate with Sales, Shipping, Technical, Marketing, and various other departments to get the answers and items which customers need. The Client & Warranty Services Technician is responsible for responding to basic Technical Services calls, warranty claims, and all product recall enquiries. This opportunity is open to candidates located in Delta, British Columbia and Portland, Oregon. Please note that this posting represents a single position, and one candidate will be selected from the applicant pools.

Requirements

Computer literacy with strong proficiency in MS Excel & Outlook; ERP software (Epicor preferred) an asset
Strong organizational skills; able to prioritize and effectively manage multiple tasks simultaneously
Strong ability to work with structured business processes while maintaining adaptability
Demonstrated attention to detail and problem-solving skills
Excellent communication skills (written/verbal) in English, with an emphasis on Professionalism & Customer Service
Ability to take initiative and follow through until completion
Understanding of Fireplace components, operations, and processes
High School diploma or equivalent required
Minimum 3-5 years experience providing service and/or installation in the Fireplace (or similar) industry
Previous experience providing customer service to end-users/customers

Nice To Haves

Post-secondary education (diploma or coursework) in a relevant field (ie. Business, Operations Management)
NFI Certification or CSIA Certification considered an asset
"B" or "C" level Gas Fitting Certification is preferred
Training in effective conflict resolution methods
Distribution systems and Inventory control experience in a multi-warehouse environment an asset
Previous experience working in a Technical Support environment in the hearth (or similar) industry is an asset

Responsibilities

Provide frontline support to consumers from all markets by responding to general enquiries with a problem-solving focus; consulting with Technical Services, Sales, and other departments to resolve problems as necessary
Resolve basic Technical Services & spare parts enquiries (calls, emails and website), escalate and assign enquiries to Technical Services Specialists as necessary
Conduct order entry for warranty and service parts to ensure timely picking and packing
Coordination and follow through with the customer RMA (Return Material Authorization) process including liaising with dealer and issuing credit receipt
Create service invoices, obtain approvals, and process associated paperwork to close out warranty and service calls; follow up on payment status as necessary
Act as the primary contact for all product recall enquiries, ensuring resolution in accordance with specified guidelines
Organize, file, and maintain service call, warranty, product recall and customer service records
Provide professional and productive communication with customers, dealers, and installers.
Maintain professionalism and act in a manner consistent with FPI mission and guiding principles
Follow all Health & Safety programs; actively participate in Health & Safety training with the purpose of gaining knowledge and understanding
Contribute to a positive work environment focusing on Lean and continuous improvement initiatives
Other related duties as assigned