Customer Service & Technical Support Manager

For over 40 years, Pacific Energy Fireplaces Ltd has designed and developed wood, pellet, and gas heating solutions.

Our engineers and craftspeople continually improve our fireplaces, guided by a commitment to excellence, growth, and community.

We are seeking an experienced and customer-focused Customer Service & Technical Support Manager to lead our customer service and technical support operations within our fireplace manufacturing business.

This leadership role is responsible for overseeing the customer experience from initial order entry through production coordination, shipping, invoicing, technical support, warranty claims, and after-sales service.

Working closely with Sales, Production, Engineering, Quality Assurance, Shipping, and Finance, you will ensure customer commitments are met, issues are resolved efficiently, and processes operate accurately and effectively.

• Lead, manage, and develop the Customer Service and Technical Support teams, establishing performance standards and ensuring excellent customer service.
• Oversee customer inquiries, order processing, pricing, product availability, delivery schedules, and order changes.
• Manage the complete order-to-delivery process, coordinating with Sales, Production, Purchasing, and Shipping to ensure accurate orders and timely deliveries.
• Oversee technical support for fireplace products, including installation, operation, troubleshooting, maintenance, and product-related issues.
• Manage warranty claims, product returns, replacement parts, service requests, and customer escalations.
• Oversee accurate and timely customer invoicing, billing adjustments, credits, and coordination with Finance and Accounts Receivable.
• Work cross-functionally with Engineering, Quality, Production, and other departments to resolve customer concerns and improve product performance.
• Monitor departmental performance, customer satisfaction, warranty trends, and operational KPIs.
• Identify and implement improvements to processes, communication, efficiency, and the overall customer experience.

• Diploma or degree in Business Administration, Operations Management, or a related field preferred.
• Minimum 5 years of experience in customer service, technical support, or operations, preferably in manufacturing.
• Minimum 2–3 years of leadership or supervisory experience.
• Experience managing technical support, warranty claims, and after-sales service.
• Working knowledge of order management, invoicing, billing, and manufacturing operations.
• Experience with ERP systems, CRM platforms, and Microsoft Office, particularly Excel.
• Experience in fireplace, HVAC, heating appliances, or building products is an asset.
• Strong leadership, communication, organizational, problem-solving, and customer relationship skills.
• Ability to manage multiple priorities and work effectively across departments in a fast-paced environment.

This is an opportunity to take on an important leadership role in a growing manufacturing environment.

You will lead a dedicated team and play a key role in strengthening customer relationships, improving operational processes, and delivering an outstanding customer experience.

Pay: $75,000.00-$90,000.00 per year

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care
• Wellness program

• supervisory: 2 years (preferred)