Technical Services Specialist

Location: Delta, BC

In this dynamic, fast-paced environment, Incumbent will provide technical support for all our fireplace products, including fair and consistent warranty service for our customers.  This involves providing quality telephone support for in-field technicians, dealers, distributors and various FPI departments.  Be knowledgeable on all products manufactured and distributed by FPI and stay up-to-date with product changes and new product introductions. Provide excellent diagnosis, troubleshooting and feedback for all service calls with a view to providing excellent customer support and satisfaction, with product safety in mind. Visit lower mainland dealers as required to assist with showroom set-ups and in-store training as required by account executives and/or managers.

Duties and Responsibilities

  • Provide sound technical advice for in-field technicians and dealers.
  • Familiarize yourself with all existing and new products.
  • Work with R&D and Product Management towards product improvement based on feedback received from the field.
  • Ensure that all technical updates are relayed to branch Technicians and Sales Reps in a timely fashion.
  • Maintain a good working relationship with all branch Technicians and Production personnel.
  • Implement a fair and consistent Warranty Policy as prescribed.
  • Assist with organization and set-up of tradeshows and photo shoots as required.
  • Undertake dealer showroom visits on a monthly basis as detailed by Manager or as required by Sales Reps.
  • Assist Manager in the production of quarterly Technical Bulletin and Technical materials as required.
  • Always represent FPI in a positive manner.
  • Other related duties as assigned.

Abilities/Skills/Knowledge

  • Excellent communication and customer service skills.
  • Good command of the English language, both verbal and written
  • Ability to prioritize, organize, and handle multiple tasks simultaneously.
  • Ability to make decisions within established guidelines.
  • Flexibility and willingness to change as required.
  • Must be a self-starter, team player and also able to work on own initiative.
  • Must be able to follow instructions.
  • Good with technology, Microsoft Office (Word, Excel), and ERP/CRM systems.
  • Bilingual (English/French) would be a definite asset.

Education/Training

  • High school diploma or equivalent. 
  • Gas Appliance Service Certificate of Qualification/Class C Gas Fitter (Service ticket).
  • Post-secondary education with a WETT and/or Gas Fitting certificate an asset. 
  • Ability to travel as required.

Experience

  • 2 years field service experience or equivalent, required in Hearth Products.
  • Working knowledge of wood burning and gas Hearth Products, the installation and service of same required.

How To Apply

Interested candidates are invited to submit a resume with cover letter to the Director of Human Resources at: by Fax: 604-952-6638
or Email