Company Overview

For over 40 years, Pacific Energy Fireplaces Ltd has designed and developed wood, pellet, and gas heating solutions. Our engineers and craftspeople continually improve our fireplaces, guided by a commitment to excellence, growth, and community.
The Opportunity

We’re seeking a practical, customer-focused leader to manage our Customer Service and Technical Support functions. You’ll help our team deliver timely, accurate support to customers, dealers, distributors, and service technicians—and make sure what we learn from them helps improve our products and processes.

This role is well suited to someone who enjoys solving problems, supporting a team, and bringing people across the business together to get things done.

What You’ll Do

- Lead, coach, and support our Customer Service representatives and service technicians, helping the team provide consistent, skilled customer care.
- Help resolve order questions by identifying parts, clarifying unusual orders with dealers or distributors, suggesting suitable alternatives for discontinued items, and following up on urgent work orders.
- Support service technicians as they investigate product concerns and identify practical next steps. Escalate issues to the right internal or external contacts when needed.
- Review and approve sales orders and credit notes within established company guidelines and authority.
- Keep replacement parts information current. Work with Engineering to include complete parts information in new product manuals, with Finance to confirm pricing, and with distributors to support stocking of high-volume items.
- Review manuals and recommend updates or clarifications. Review architectural orders and contact dealers to resolve questions.
- Work with Engineering and Quality to share customer feedback, investigate recurring concerns, and support product and process improvements.




- Review customer service workflows and recommend changes that improve accuracy, response times, productivity, and accountability.
- Maintain the Customer Care and Technical Support matrix, keep dashboards and reports current, and respond to inquiries submitted through the company website.
- Model strong prioritization, follow-through, and communication while helping the team meet its objectives.

What You Bring

- Experience in customer service, technical support, parts coordination, or a related role.
- Experience coaching, mentoring, or leading a team is an asset.
- Strong communication and problem-solving skills, with a professional and customer-focused approach.
- The ability to organize competing priorities and follow issues through to resolution.
- Confidence working with dealers, distributors, service technicians, and teams across the business.
- Comfort using business systems and maintaining accurate records and reports.
- Experience with technical products, replacement parts, or manufacturing is an asset. Fireplace or heating-product experience is especially valuable.

What Success Looks Like

You’ll help the team respond to customers promptly and accurately, support effective resolution of field issues, keep parts information reliable, and build strong working relationships with our dealers and service network. Over time, your leadership and customer insights will help improve our service processes and the products we deliver.

Interested? If you’re an experienced customer service or technical support leader who can develop a team, improve service operations, and build strong customer relationships, we’d like to hear from you.

Pay: $75,000.00-$90,000.00 per year

Benefits:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care
- Wellness program

Work Location: In person

📌 Customer Service & Technical Support Manager (Duncan)
🏢 Pacific Energy Fireplaces
📍 Duncan