Client & Warranty Services Technician

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

Job Advertisement – Client & Warranty Services Technician

Who 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:

Who 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 necessary
• Resolve basic Technical Services & spare parts enquiries (calls, emails and website), elevate 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

QUALIFICATIONS & SPECIFICATIONS:

Abilities/Skills/Knowledge

• 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

Education/Training:

• High School diploma or equivalent required
• 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

Experience:

• 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 asset

Why work at Regency?

• The salary being offered for this position is $68,800-$86,600 per year. We also offer a competitive compensation package, including profit sharing, an RRSP 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 family
• Be part of a team of incredibly talented, passionate, and inspired people setting the standard of creating quality fireplace products that bring people together
• We'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.
• Have fun with our team! Get a group together to take part in our team building or health & wellness activities. Some past activities have included: Skiing/Snowboarding, Half Marathons, Go-Karting, a round of golf, and more.
• 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.

We thank all applicants for applying but only short-listed applicants will be contacted.