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:

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?

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 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

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're all about Continuous Improvement (we hope that you are too!) To allow employees to continue to develop in their careers, we offer Career development opportunities - both internally and externally.

Have fun with our team! Get a group together to take part in our team building or health & wellness activities. Some past activities have included: Skiing/Snowboarding, Half Marathons, Go-Karting, a round of golf, and more.

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.

We thank all applicants for applying but only short-listed applicants will be contacted.

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📌 Client & Warranty Services Technician (British Columbia)
🏢 Regency Fireplace Products
📍 British Columbia