Client & Warranty Solutions 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

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.