Service Coordinator

7 days ago

Richmond Hill, Canada Azure Canada Full time

**Job Title**: Customer Service Coordinator
**Location**: Richmond Hill
**Department**: After-Sales / Customer Service

**Job Summary**:
The Customer Service Coordinator is responsible for managing and coordinating all warranty service activities related to Kepler’s heat pumps, air conditioners, and related HVAC products. This role serves as the key liaison between customers, service technicians, and internal teams to ensure warranty claims are handled efficiently and customer satisfaction is maintained.

**Key Responsibilities**:

- Manage the entire warranty service process, from claim intake to resolution.
- Receive and evaluate warranty claims, ensuring all required documentation is accurate and complete.
- Coordinate with service technicians, distributors, and customers to schedule repairs and follow-up.
- Track warranty service requests and maintain detailed records in the CRM or warranty management system.
- Assist technical and quality teams in analyzing product failures to support continuous improvement.
- Provide timely updates and support to internal sales and customer service teams regarding warranty issues.
- Ensure compliance with warranty policies and service level agreements (SLAs).
- Participate in warranty-related training and support activities as needed.

**Qualifications**:

- Diploma or degree in Mechanical Engineering, Electrical Engineering, HVAC Technology, or related field preferred.
- 1-3 years of experience in warranty service, customer service, or after-sales support, ideally in HVAC or related industries.
- Strong communication and interpersonal skills, with the ability to handle customer inquiries and complaints professionally.
- Proficient in Microsoft Office and CRM or warranty management software.
- Detail-oriented, organized, and able to work collaboratively within a team.
- Good command of English (reading, writing, speaking); bilingual (English/French) is a plus.

**Preferred Qualifications**:

- Technical understanding of heat pump and HVAC products.
- Experience in project management or process improvement is an advantage.

Pay: $19.58-$30.00 per hour

**Language**:

- Mandarin (preferred)

Work Location: In person

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