Client & Warranty Services Administrator

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 Director, Product Development, 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.

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 and website), escalate 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
• Track, interpret, and develop monthly warranty statistics and presentations.
• Provide professional and productive communications 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

• Advanced 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

Education/Training:

• High School diploma or equivalent required
• Post-secondary education (diploma or coursework) in a relevant field (ie. Business, Operations Management)
• "B" or "C" level Gas Fitting Certification considered an asset
• Training in effective conflict resolution methods

Experience:

• Minimum 3-5 years Order Desk/Call Center/Customer Service experience in a medium to large scale operation
• 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…