Client & Warranty Services Expert

Regency Fireplace Products; Delta; On-site; CAD 68,000 - 87,000; Full time

Benefits offered by this job

Profit sharing

RRSP matching

Comprehensive benefits (health, dental

Vision

Employee Assistance Program

Job summary

Regency Fireplace Products in Delta, BC is seeking a Client & Warranty Services Technician to join our service team. You will provide frontline support to consumers, dealers, and installers, respond to warranty claims, recalls, and general enquiries, and collaborate with Sales, Technical and Shipping to resolve issues.

Reporting to the Technical Services Supervisor, this role requires strong communication, high organizational standards, and experience in service or installation in the fireplace

Qualifications

• High School diploma or equivalent required.
• Post-secondary education in a relevant field (e.g., Business, Operations Management) is preferred.
• NFI/CSIA or Gas Fitting certification considered an asset.

Responsibilities

• Provide frontline support to consumers from all markets with a problem-solving focus and coordinate with internal teams to resolve issues.
• Manage warranty and service part enquiries via calls, emails, and website, escalating as needed.
• Process order entry for warranty and service parts to ensure timely fulfillment.
• Coordinate Return Material Authorization (RMA) processes and liaise with dealers for credits.
• Create service invoices, obtain approvals, and track payment status.
• Act as primary contact for product recall inquiries and ensure guidelines are followed.
• Maintain service, warranty, recall, and customer service records.
• Communicate professionally with customers, dealers, and installers.

Skills

Excel

Outlook

ERP software

Organization

Communication

Attention to detail

Customer service

Education

High School diploma

Post-secondary education

Tools

Epicor ERP

Job description

Regency Fireplace Products in Delta, BC is seeking a Client & Warranty Services Technician to join our service team. You will provide frontline support to consumers, dealers, and installers, respond to warranty claims, recalls, and general enquiries, and collaborate with Sales, Technical and Shipping to resolve issues.

Reporting to the Technical Services Supervisor, this role requires strong communication, high organizational standards, and experience in service or installation in the fireplace