Client & Warranty Services Technician

Job Advertisement – Client & Warranty Services TechnicianWho Are We? Founded just outside of Vancouver, Canada in 1979, Regency Fireplace Products has grown to be a world leader in the design, manufacture, marketing and sales of hearth products. From an entrepreneurial start-up business, we've grown into a sophisticated organization of more than 400 employees across Canada, the United States and Australia; supplying over 2000 retailers around the world. In 2016, we became a member of the NIBE Group, a global company that develops and manufactures intelligent, energy-efficient indoor comfort solutions for all types of properties. We create amazing fireplace products focusing on our Brand Promise: Service | Reliability | Quality | Innovation. Simply put, our vision is:To provide sustainable comfort and ambience that enriches everyday livesWho works here? At Regency, our vision has always been creating the finest of fireplace products! With an ever-growing demand for our products, our ISO-9001:2015 certified head office campus includes a 240,000 square feet manufacturing facility with state-of-the-art robotic technologies and our own R&D Innovation Center, right next door. We operate with a flat organizational structure which allows our employees to contribute to strategic initiatives. We're a diverse group of forward thinkers. We're passionate and we care about the environment and sustainability. We're on a mission to continue to create highly efficient and stunningly beautiful fireplaces.JOB SUMMARY: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.DUTIES & 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 necessaryResolve basic Technical Services & spare parts enquiries (calls, emails and website), escalate and assign enquiries to Technical Services Specialists as necessaryConduct order entry for warranty and service parts to ensure timely picking and packingCoordination and follow through with the customer RMA (Return Material Authorization) process including liaising with dealer and issuing credit receiptCreate service invoices, obtain approvals, and process associated paperwork to close out warranty and service calls; follow up on payment status as necessaryAct as the primary contact for all product recall enquiries, ensuring resolution in accordance with specified guidelinesOrganize, file, and maintain service call, warranty, product recall and customer service recordsProvide professional and productive communication with customers, dealers, and installers.Maintain professionalism and act in a manner consistent with FPI mission and guiding principlesFollow all Health & Safety programs; actively participate in Health & Safety training with the purpose of gaining knowledge and understandingContribute to a positive work environment focusing on Lean and continuous improvement initiativesOther related duties as assignedQUALIFICATIONS & SPECIFICATIONS:Abilities/Skills/KnowledgeComputer literacy with strong proficiency in MS Excel & Outlook; ERP software (Epicor preferred) an assetStrong organizational skills; able to prioritize and effectively manage multiple tasks simultaneouslyStrong ability to work with structured business processes while maintaining adaptabilityDemonstrated attention to detail and problem-solving skillsExcellent communication skills (written/verbal) in English, with an emphasis on Professionalism & Customer ServiceAbility to take initiative and follow through until completionUnderstanding of Fireplace components, operations, and processes Education/Training:High School diploma or equivalent requiredPost-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 preferredTraining in effective conflict resolution methodsExperience: • 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 • 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 assetWhy work at Regency?Be part of a team of incredibly talented, passionate, and inspired people setting the standard of creating quality fireplace products that bring people togetherWe offer a competitive compensation package, including profit sharing, a 401k matching program, a comprehensive benefits package including health, dental, vision, critical illness and mental health coverage, out of country travel coverage and an Employee and Family Assistance Program to support the wellbeing of you and your familyWe're all about Continuous Improvement (we hope that you are too!) To allow employees to continue to develop in their careers, we offer Professional Development opportunities - both internally and externally. Love our products as much as we do? Take part in our Employee Purchase Program and enjoy our products in yours or a family members home! Each person plays a critical piece in our organization, and we understand how much impact employees can make in their work. We recognize employees for their contributions through service awards, our peer recognition program, and spot awards, for special projects and over achievement.HOW TO APPLY:Interested candidates are invited to submit a resume with cover letter to the People & Culture department by applying via this website.We thank all applicants for applying but only short-listed applicants will be contacted.

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