Client & Warranty Services Technician

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.

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.

• 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

• 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…