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Warranty and Customer Service Coordinator - Langley, BC, Canada - Bermanfalk Hospitality Group
Description
BERMANFALK Hospitality Group is a 'design driven' manufacturer of custom casegoods and seating for the hospitality industry. At BERMANFALK we are passionate about design and bringing our client's visions to life. We are looking to add like-minded professionals to our team who are excited by contributing to a fast-paced company and who excel with management of details and customer service.
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:
oCoordination of video walk-through with field tech and internal team.
oGathering photos and notes from our field tech to compile Installation reports to clearly outline changes or suggested modifications.
oDocumenting any errors or deficiencies to our internal team for future planning.
Supports Production Installations with:
oCreation and presentation of installation kickoff to stakeholders.
oUpdating project information into client shared portal.
oCoordinating any additional material to site.
oArranging field tech travel and instructions for site visit / inspection.
oReporting 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 BERMANFALKs 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:
oevolve and update department procedures and processes.
oidentify gaps in systems and procedures and recommend relevant solutions.
ocollaborate 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 throughoutthe 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, snacksand 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 to shape their work themselves, so that they can achieve quality results and deliver excellence to our team and clients. When done well, we become better collaborators, communicators, ultimately enriching our work-life balance.
Full in-office attendance will be expected during onboarding and training.
Kindly submit a Cover Letter with your application. Please be advised that only qualified candidates will be contacted.