Client & Warranty Services Technician

Regency Fireplace Products; Portland (OR); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Profit sharing

401k matching

Health insurance

Dental insurance

Vision coverage

Out-of-country travel coverage

Employee Assistance Program

Employee purchase program

Job summary

Regency Fireplace Products is seeking a Client & Warranty Services Technician to provide frontline support to consumers, dealers and installers across markets. The role collaborates with Sales, Shipping, Technical, and Marketing to resolve issues and process warranty claims from start to finish.

The successful candidate will handle basic technical service inquiries, order entries for warranties and service parts, and ensure timely processing of recalls.

Qualifications

• High School diploma or equivalent is required.
• Post-secondary education in Business or Operations Management is preferred.
• NFI or CSIA certification is considered an asset.
• B or C gas fitting certification is preferred.
• Training in conflict resolution methods is a plus.

Responsibilities

• Provide frontline support to consumers across markets, coordinating with Technical Services and Sales.
• Handle warranty and service parts inquiries and manage RMA processes.
• Enter orders for warranty and service parts to ensure timely fulfillment.
• Create service invoices and track payment status; process paperwork.
• Act as primary contact for product recall inquiries and maintain records.
• Maintain service, warranty, recall, and customer service records with accuracy.
• Communicate professionally with customers, dealers, and installers.
• Adhere to Health & Safety programs and participate in related training.

Skills

Excel & Outlook

Epicor ERP

Organizational skills

Detail orientation

Customer service

Education

High School diploma or equivalent

Post-secondary education in Business/Operations

NFI or CSIA Certification (asset)

Gas Fitting Certification (B/C) preferred

Conflict resolution training

Tools

ERP software

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:

To provide sustainable comfort and ambience that enriches everyday lives

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?

• 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 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 family
• 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.
• 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.