Customer Warranty

3 months ago

Chilliwack, Canada AdvanTec Full time

**AdvanTec Marine** is looking for an experienced and energetic **Customer Warranty & Support Technician** to join our Service and Warranty Department in Chilliwack, BC.**Why come work for us**:

- ** AdvanTec Marine** is growing and there are opportunities to grow with the company.
- We offer competitive compensation packages; full-time employees are eligible for our benefits package and RRSP matching program.
- Includes: Medical, Dental and Vision Care
- Life Insurance, Critical Illness, EAP and LTD
- We value our employees, and everyone has a voice in the organization.
- The **wage range for this position is $30-$40** per hour based on experience and an assessment during the interview stage. Increases are then reviewed throughout employment.**Essential Functions for this Role are**:

- Receiving and working through Warranty cases provided by the SIW Team. Ensuring first contact with the customer is made within 24 business hours of receiving the case. _We love to help_.
- Receiving and working through Customer Support cases provided by the SIW Team in a timely manner. _We move fast to action._
- Recording all information toward any given Warranty or Customer Support case within the provided tracking software
- Making decisions regarding Warranty cases that fall within internal guidelines and following the AdvanTec Terms & Conditions
- Fully understand the AdvanTec Marine terms and conditions.
- Review filed quality photos to help solve cases
- Build and maintain a databank of information to assist with future troubleshooting needs. _We build for the future_.
- Providing exceptional customer service and technical support to customers to resolve any issues as quickly and efficiently as possible. _You can trust us to own it_.
- Manage the cases within the provided software from start to finish as they are handed off by AdvanTec Support. You are required to file all pictures and correspondence with the customer in the associated case
- Interact with production managers from each department regarding cases that arise.
- Filling out the appropriate “Red Flag” to accompany every warranty case is required to move a case forward.
- It’s vital you maintain positive working relationship with all AdvanTec customers and dealers.
- Assisting production when time is available, while also gaining knowledge about AdvanTec products and training. We thrive under pressure. (This can include engineering, maintenance, Custom Fab, etc.)
- Installing, troubleshooting, repairing, and maintaining AdvanTec marine products on a wide range of vessels including windows, doors, hatches and cranes
- Coordinating with Sales Support to ensure a timely response to customer in-field service needs
- Assisting in costing, scheduling, and preparing quotes for in-field service requests
- Providing technical support to other Field Service Technicians
- Travelling to international and local locations to provide support to customers
- Take part in future AdvanTec dealer training at our Chilliwack facility.

**Experience, Qualifications, and Skills required**:

- 5 - 10 years’ experience as a millwright or extensive experience with electrical & hydraulics
- Experience with equipment manufacturing, installation and/or repair
- Experience in the Automotive or Marine Glass Industry is an asset - installation, maintenance
- Experience working with an ERP system
- Experience with CRM (Customer Relationship Management) software
- Experience with marine window installation is a strong asset
- Light fabrication experience with Steel and/or Aluminum is an asset
- High school education or GED equivalent or working as a tradesperson as an electrician
- Demonstrated knowledge and experience in either:

- Direct bond glazing, glass/window or door installation or
- Electrical and hydraulic systems - installation, diagnostics, maintenance and repairs
- A high level of professionalism including appearance, communication and attitude to be a customer facing representative of AdvanTec
- Strong verbal and written communication skills
- Exceptional problem-solving skills and able to work independently and under pressure
- Strong organization skills with the proven ability to complete documentation, reports and updates in required systems
- Previous experience travelling and able and willing to travel internationally as required
- Strong mechanical aptitude including understanding how moving pieces work together and how to fix a mechanical problem
- Excellent service skills
- Strong understanding of Service & Warranty process
- Strong basic skills in math and geometry, measuring devices & metrology
- Detailed oriented and the ability to prioritize effectively
- Thank you for your interest in **AdvanTec Marine**. We thank all applicants for their interest, only those to be interviewed will be contacted.

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