Warranty Customer Support Representative

Sierra Wireless; Richmond; On-site; CAD 45,000 - 52,000; Full time

Job summary

A leading tech company in Richmond, BC is seeking a Warranty Customer Support Representative. This role involves managing the return process for customers, providing exceptional service throughout the lifecycle of Return Merchandise Authorization (RMA) requests. Ideal candidates should have at least 5 years of experience in customer service or technology operations, a strong command of English, and be proficient with Microsoft Office. The position offers an estimated salary range of CAD $45,000 - $52,000.

Qualifications

• 5 years of relevant experience in customer service or technology operations.
• Proficient in spoken and written English; multilingual capabilities are valued.
• Strong interpersonal skills, organized, and self-motivated.

Responsibilities

• Manage the return process for customers and provide comprehensive support.
• Handle inquiries and communicate effectively with customers.
• Coordinate logistics and update customers on repair status.

Skills

Customer service

Communication skills

Problem-solving

Negotiation skills

Team player

Education

Bachelor’s degree or Associate degree in Science/Engineering

Tools

Microsoft Office (PowerPoint, Excel)

Job description

Location: Richmond, BC, Canada

Job Summary

The Warranty Customer Support Representative is expected to support the processing of customer Return Merchandise Authorization (RMA) requests and deliver comprehensive customer service throughout the return and repair process.

Handle inquiries, manage communications, and process return requests through validation and RMA issuance. Coordinate inbound and outbound shipping logistics while providing regular updates to customers on shipment status and repair progress. Coordinate failure analysis activities and communicate findings clearly to customers.

Oversee inventory management, including warranty service stock maintenance and cycle counting. Coordinate with teams to resolve customer claims and ensure timely, transparent communication throughout the resolution process.

Responsibilities

• Manage the complete return process for global customers, providing exceptional customer service and support throughout the RMA lifecycle. Deliver quality repair service coordination to both domestic and international clients through professional telephone and email communications, ensuring timely resolution and customer satisfaction. Adherence to service level agreements.
• Build and maintain strong ongoing customer relationships while effectively managing customer challenges and escalating critical issues through proper protocols to deliver exceptional service outcomes.
• Coordinate with multiple departments including Operations, Quality, Engineering, Finance, Logistics, and Product Management to streamline problem-solving processes and ensure swift resolution of customer inquiries and technical challenges. Collaborate closely with quality & factory team to conduct failure mode analysis.
• Oversee complete customer service order processing including comprehensive tracking and follow-up, maintain accurate database records, and manage inventory levels to support order fulfillment. Proactively resolve logistics challenges and coordinate inventory replenishment to ensure seamless order processing and timely delivery to customers.
• Other order processing: SAP order and credit memo creation.

Minimum Qualifications

• 5 years’ relevant work experience in enterprise technology operations or customer service, developing and managing customer relationships.
• Proficient in spoken and written English required. Multilingual capabilities are highly valued. (i.e. French)
• Exceptional communication skills: experience using the telephone as your primary communication tool but equally comfortable in face-to-face meetings.
• Exceptional listening skills, the ability to actively seek details and develop a response that moves the situation forward.
• Strong negotiation and conflict resolution skills, adept at rapid problem solving.
• High level of business acumen, the ability to understand and add value to our customer’s business.
• Computer literacy with Microsoft Office - strong PowerPoint and Excel skills.
• Self-motivated, outgoing, organized, interpersonal, patient and customer-oriented.
• A good team player and willing to work under pressure.

Desired Qualifications

• Bachelor’s degree or Associate degree (2 year diploma) of Science/Engineering.
• Experience with finance and global logistics is an asset.
• Knowledge in manufacturing mobile communications products and ISO9001 standard.

A reasonable estimate of the pay range for this position is CAD $45,000 - $52,000. There are several factors taken into consideration in determining base salary, including but not limited to: job-related qualifications, skills, education and experience, as well as job location and the value of other elements of an employee’s total compensation package.