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Plumbing Technical Customer Service Representative

Cantu Bathrooms & Hardware Ltd.
Vancouver, BC

Postuler rapidement

Détails du poste

Temps plein
De 60 000 $ à 65 000 $ par an

Profil recherché

Vente
Service à la clientèle
Anglais
Plomberie
Soutien à la clientèle
Étiquette au téléphone

Description complète du poste

Use Your Plumbing Knowledge in a Different Way

Not every plumbing professional wants to spend their career on the tools.

At CANTU, we're looking for a Technical Customer Service Representative who can apply their plumbing knowledge to help solve problems, support customers, and navigate complex service situations across some of Western Canada's most prestigious residential projects.

This role sits at the intersection of technical expertise, customer support, and problem solving.

You'll work closely with homeowners, contractors, designers, sales consultants, manufacturers, and internal teams to diagnose issues, determine appropriate solutions, and guide service matters through to resolution.

Success in this role isn't measured by the number of calls you answer. It's measured by your ability to understand the issue, make sound decisions, communicate clearly, and see things through to completion.

What You'll Do

Diagnose Problems and Provide Technical Support

When issues arise, you'll be the person others turn to for answers. Whether it's a product concern, installation question, warranty matter, or service issue, you'll use your technical knowledge and judgment to understand the situation, identify the appropriate path forward, and help bring resolution with confidence.

Serve as the primary point of contact for post-sale service and support inquiries
Help contractors, homeowners, and clients troubleshoot product and installation-related concerns
Review project details, specifications, photos, videos and documentation to determine appropriate next steps
Apply sound judgment when assessing repair, replacement, warranty, and service options

Own Service Issues from Start to Finish

This role is built around ownership. Rather than handing problems off to others, you'll take responsibility for moving service matters forward—coordinating communication, managing next steps, and ensuring nothing falls through the cracks.

Manage service issues from initial inquiry through final resolution
Coordinate directly with customers, manufacturers, vendors, sales consultants, and internal teams
Maintain clear communication and documentation throughout the process
Ensure commitments, timelines, and follow-up actions are completed as promised

Work Directly with Manufacturers and Vendors

Behind every successful resolution is a significant amount of coordination. You'll work directly with manufacturers and vendors to navigate warranty programs, service processes, replacement requests, and product-related issues on behalf of our customers.

Submit and manage warranty and service-related claims
Coordinate replacement products, parts, returns, and credits
Navigate manufacturer-specific systems, policies, and processes
Follow up proactively to keep service matters moving toward resolution

Support Exceptional Project Outcomes

The projects we support are often complex, highly customized, and detail-driven. When challenges arise, your ability to respond quickly, communicate clearly, and find practical solutions plays an important role in protecting both the customer experience and the project itself.

Partner with sales, warehouse, purchasing, and operations teams to support active projects
Help protect the customer experience when service issues arise
Contribute to process improvements and service best practices
Support the standards expected within a premium, design-focused environment

What's In It for You

For the right person, this role offers an opportunity to stay connected to the plumbing and construction industry while moving away from the physical demands of working on the tools. It's a position that combines technical knowledge, problem solving, autonomy, and customer interaction within a premium, professional environment.

Apply your plumbing knowledge in a new and rewarding way
Work on some of Western Canada's most prestigious custom residential projects
Join a stable, growing organization with a strong reputation in the industry
Enjoy a collaborative environment where initiative, judgment, and ownership are valued
Remain connected to the trades without the wear and tear of working on-site every day

You'll Thrive Here If You Are...

Naturally curious and enjoy solving technical problems
Comfortable making decisions and taking ownership of outcomes
Able to communicate clearly with contractors, homeowners, manufacturers, and internal teams
Organized enough to manage multiple service matters without losing track of details
Calm under pressure and confident navigating complex situations
Looking for a long-term opportunity where your technical knowledge can continue to grow

This role is particularly well suited to plumbers, plumbing apprentices, showroom consultants, and building products professionals who want to leverage their expertise in a customer-facing environment while remaining closely connected to the industry.

About Us

At CANTU, we represent premium European brands and support the design and construction community on high-end residential projects throughout Western Canada.

Our reputation has been built on exceptional products, strong execution, and a commitment to service that extends well beyond the initial sale. When challenges arise, our customers rely on knowledgeable professionals who can assess situations, provide solutions, and guide projects forward with confidence.

As a Plumbing Technical Customer Service Representative, you'll play a critical role in protecting that experience and ensuring every project receives the level of support our clients have come to expect.

Job Type: Full-time

Pay: $60,000.00-$65,000.00 per year

Benefits:

Extended health care

Application question(s):

What is your postal code and how far is your commute?
Are you legally entitled to work in Canada, if yes, are you a citizen, PR or on a visa?
Please explain your technical plumbing experience?
Tell us something fun or interesting about yourself not on your resume?

Work Location: In person

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