Implement the warranty policy fairly and consistently regardless of dealership or associations. Provide telephone support for in-field technicians, dealers, distributors and FPI. Be knowledgeable on all product manufactured and distributed by FPI and stay up to date with modifications. Provide feedback for all product problems with view to producing a fail-proof appliance. Visit lower mainland dealers as required to assist with showroom set-ups and in-store training as required by account executive and/or manager.
DUTIES & 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.
QUALIFICATIONS & SPECIFICATIONS:
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.
Excellent Customer Service skills.
Good command of the English language, both verbal and written.
Working knowledge of Microsoft Excel and Microsoft Word programs.
High school diploma or equivalent.
Gas fitters C’ ticket or equivalent. (Service ticket).
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.