After-Sales & Service Representative (ASSR) Department: Sales / Service / Warranty Technical Reports to: After-Sales Manager

About the Role We’re looking for a customer-focused and technically minded After-Sales & Service Representative (ASSR) to join our team. In this role, you’ll be the frontline connection between our brand and our customers—delivering exceptional support across warranty, service, and technical inquiries. You’ll collaborate across departments while supporting a wide range of clients, including homeowners, retailers, wholesalers, and industry professionals. Your goal: resolve issues efficiently, build trust, and elevate the overall customer experience.

What You’ll Do Customer Support & Technical Service Act as the primary point of contact for after-sales, warranty, service, and technical inquiries Diagnose product issues and guide customers through solutions via phone, email, or chat Ask targeted questions to quickly identify root causes and resolve problems Support customers with both pre-installation and post-installation questions Handle complaints with professionalism, ensuring timely and effective resolution Manage a high volume of inbound inquiries while maintaining service quality Warranty & Product Support Coordinate with service centers and technicians on defective product assessments Provide clear guidance on warranty processes and next steps Ensure compliance with current plumbing codes and standards Sales & Business Support Assist with pricing communication, quoting, and project support Contribute to lead generation and database management Support market analysis and competitive benchmarking initiatives Participate in special projects and cross-functional initiatives Collaboration & Communication Work closely with internal teams, including engineering and sales Deliver virtual presentations (e.g., Zoom) to customers or partners Maintain strong, professional relationships with internal and external stakeholders Provide monthly activity and performance reports

What You Bring Experience & Skills 1–3 years of experience in customer service or a related field Bilingual French-English Strong troubleshooting and mechanical aptitude Excellent communication skills (verbal and written) Ability to stay calm and solution-oriented in challenging situations Strong attention to detail and problem-solving mindset Comfortable using Microsoft Office (Word, Excel, Outlook) Experience with CRM/ERP systems (e.g., Dynamics, NAV) is an asset Interest in technology, web tools, and digital communication platforms Education Bachelor’s degree preferred or equivalent practical experience Language Fully bilingual (French & English – spoken and written)

Core Competencies Problem Solving: Uses logic and analysis to resolve issues effectively Attention to Detail: Ensures accuracy and thoroughness in all tasks Initiative: Takes ownership and proactively tackles challenges Reliability: Consistently delivers on commitments

Working Conditions Full-time, in-office position Monday to Friday, 40–44 hours per week