Technical Services - Customer Service Representative

Technical Services - Customer Service Representative

Are you a detail-oriented professional who loves solving puzzles and keeping operations running like a well-oiled machine?

We are looking for a Technical Services - Customer Service Representative who will focus on Warranty & Logistics tasks and to become the essential bridge between our technical service team and our global supply chain. In this role, you won't just be "processing parts"—you'll be the gatekeeper of quality and customer satisfaction, managing the full lifecycle of high-end heating systems and components. If you thrive in an environment where your organizational skills directly impact the bottom line and you enjoy a mix of administrative strategy and hands-on quality control, we want to talk to you!

Initially this will be an onsite role in Waterloo with the possibility to become a hybrid role.

Key Responsibilities

• Organize warranty returns (boiler pressure vessels, storage tanks, burners, all associated parts;) complete with attached paperwork for warranty inspection approval
• Assign Returned Goods Authorization (RGA) numbers to parts (boiler pressure vessels, storage tanks, burners, all associated parts) for return to Viessmann Canada
• Follow through with warranty acceptance/decline based on signing authorities and issue credit.
• Compile and return components from Viessmann sub-suppliers through RGA numbers from the sub-supplier
• Follow through with notification of credits from sub-suppliers
• Assist with quality control inspection and repackage stock, (if necessary)
• Arrange testing and/or inspection of equipment for warranty purposes

Basic Qualifications

• High School Diploma or GED
• 1+ years experience in customer service

Preferred Qualifications

• Knowledge of hydronic heating equipment and components
• Analytical thinking, organizational and interpersonal skills
• Willingness to acquire necessary product knowledge
• Ensure high level of company-internal work contribution and customer satisfaction.
• SAP experience

Additional information

• Must have unrestricted authorization to work in Canada. No visa sponsoring available.

Pay Range

The expected annual salary range for this role is between $43,500 and $93,500. The rate of pay may be impacted by factors such as the applicant's geographic location, market data/range, skills, prior relevant experience, job-related knowledge, specific degrees and certifications, and/or other relevant considerations.

This compensation includes components such as base salary, vacation pay, public holiday pay, potential estimated overtime pay and paid statutory leaves of absence. Additional benefits may include insured benefits such as health care, vision, dental, disability, etc., as well as possible RRSP matching.

Other Compensation

This role may also provide the opportunity to earn additional incentive compensation in the form of annual bonus, sales bonus, sales commission or local incentive. If the role provides for an opportunity to earn additional incentive compensation, it will be based on measurable performance factors which may include company performance, individual performance or other key performance indicators.