Warranty and Customer Service Coordinator

6 months ago

Langley, Canada BERMANFALK Hospitality Group Full time

Reporting to the Director, Product Engineering, the Warranty and Customer Service Coordinator is responsible for ensuring the success of our product from shipping to guest use by providing direct support to our field and warranty team.

**DUTIES AND RESPONSIBILITIES**

**Field Coordination**
- Monitor projects pending shipments to establish priority schedules.
- Coordinate field technicians (techs) to site for installation or repair work and manage their expenses.
- Oversee shipping any additional components/materials for site visits.
- Supports Model Room Installations with:

- Coordination of video walk-through with field tech and internal team.
- Gathering photos and notes from our field tech to compile Installation reports to clearly outline changes or suggested modifications.
- Documenting any errors or deficiencies to our internal team for future planning.
- Supports Production Installations with:

- Creation and presentation of installation kickoff to stakeholders.
- Updating project information into client shared portal.
- Coordinating any additional material to site.
- Arranging field tech travel and instructions for site visit / inspection.
- Reporting found issues or deficiencies to our internal team for resolution.
- Provide field tech with necessary background and documentation for each project.
- Request, negotiate and process quotes from local suppliers, as needed.
- Receive updates from the field for compilation into written and photo reports.
- Work with clients’ installation contractor proactively to ensure successful installation.

**Warranty Work**
- Communicate effectively and expediently with all team members and clients (as required) in a timely manner.
- Initiates ticket log to track each warranty claim.
- Coordinate assigned field tech and prepare for site visit in collaboration with Project Manager.
- Ensure proper documentation and requirements align with BERMANFALK’s warranty process.
- Organize any material and labor required to resolve warranty issue.
- Obtain quotes from local suppliers and coordinate work with clients.
- Inform appropriate internal team(s) to determine preventive measures.
- Participate in bi-weekly departmental meetings in order to:

- evolve and update department procedures and processes.
- identify gaps in systems and procedures and recommend relevant solutions.
- collaborate with other departments to streamline communication and workflow.
- Company development through quarterly improvement projects to achieve yearly goals.
- Professional development through ongoing training with colleagues and other departments.

**Technical and Manufacturing Support**
- Support manufacturing initiatives pertaining to warranty failures.
- Assisting project management team as needed.
- Performing all tasks under the allotted timeline; deadline driven.
- Communicate and collaborate effectively with all team members in a timely manner.

**SKILLS AND QUALIFICATIONS**
- Strong problem-solving skills
- Highly organized with attention to detail
- Excellent verbal and written communication
- Strong multi-tasking abilities with a focus on meeting deadlines
- Able to work in a fast-paced environment with patience, flexibility, and adaptability
- History of successful time management, create and follow schedules and timelines to meet all deadlines throughout the life of department projects
- Familiarity with CRM systems is an asset
- Working experience with MS Office, G-Sheets _(CAD and Adobe a plus)_

**EDUCATION AND EXPERIENCE**
- Completion of post-secondary diploma
- Minimum 3 years’ experience working within a customer focused role
- Knowledge in furniture construction and/or product engineering background

**COMPENSATION**: Salary Range $55,000 - $65,000 per year

**BENEFITS**
- Comprehensive extended health & dental benefits plan with a health spending account
- Paid time off including vacation
- Flexible working environment - Hybrid & Remote option depending on the role
- Supplementary maternity and parental leave top-up
- Beautiful open office space in Langley with full kitchen - offering coffee, snacks and refreshments
- Tuition reimbursement program and various growth opportunities
- Casual dress
- Company social events and fun team-bonding activities
- Employee assistance programs

Our business is guided by honesty and integrity. We offer competitive wages and a progressive, collaborative and creative work environment. While we laugh a great deal, we have high expectations of each other, and top-level performance is essential.

BERMANFALK Hospitality Group is an equal opportunity employer.

**HYBRID WORK**

BERMANFALK is a hybrid company where employees have the flexibility to work from the
office or remotely based on the specific needs of the company. We feel this model empowers employees to work where they feel most productive, while maintaining a strong connection with their team and encouraging company-wide collaboration.

We empower our employees

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