Technical Services Specialist

Location: Portland, OR

In this dynamic, fast-paced environment, the Technical Services Specialist works closely with an established technical/sales team and dealer network to continuously improve and elevate the level of technical expertise offered by FPI to support our hearth product offerings. This is accomplished through providing telephone support, performing in-store installations, providing product training, and by assisting in the preparation, set up and organization of major tradeshows and sales events. This position is responsible for performing a blend of both inside and outside technical support activities.

Duties and Responsibilities

  • Provide sound technical advice via telephone to technicians, dealers and other stakeholders
  • Log all calls in the ERP system in order to create a database of information, which can be used in the development of product improvement programs
  • Direct consumer calls to the closest authorized dealer to generate and enhance business potential
  • Become familiar with all new and existing FPI products; remain up-to-date with changes and modifications
  • Collaborate with the Technical Services Supervisor, R&D, Product Management, Sales and other departments to improve products based on feedback received from the field
  • Administer and implement the Warranty Program consistently and fairly; including the evaluation of claims prior to processing
  • Assist in the organization and set-up of tradeshows, photo shoots and other events as needed
  • Visit dealer showrooms to oversee the building of dealer showroom displays as needed
  • Relay all technical updates to the appropriate parties in a timely manner to ensure Branch Technicians and Sales Reps have access to the latest information
  • Assist in the creation of the monthly ‘Technical Bulletin’ and other technical materials
  • Maintain professionalism and act in a manner consistent with FPI mission and guiding principles
  • Follow all Health & Safety programs; actively participate in Health & Safety training with the purpose of gaining knowledge and understanding
  • Contribute to a positive work environment focusing on Lean and continuous improvement initiatives
  • Other related duties as assigned


  • Excellent communication skills (written/verbal), with an emphasis on Customer Service
  • Strong organizational skills; able to prioritize and effectively manage multiple tasks simultaneously
  • Ability to make decisions within established guidelines
  • Ability to work both independently and with a team
  • Strong working knowledge of a variety of programs, including Microsoft Excel and Outlook
  • Physical ability to lift up to 50lbs
  • Ability to travel within or outside of the United States by road or air as required


  • High school diploma or equivalent
  • Certified Gas Fitters ticket (or equivalent) an asset


  • Previous experience providing field-service (Hearth industry or related an asset)
  • Working knowledge of wood & gas hearth products, and the installation and service thereof


  • Competitive compensation package
  • Extended health & dental benefits
  • 401K matching program
  • Profit-sharing
  • Professional development opportunities
  • Employee events (Monthly Mingles, Summer BBQ, Holiday celebrations)
  • Team Building / Health & Wellness activities
  • Employee Purchase Program
  • Friendly environment with Peer Recognition program
  • Free coffee and parking

How To Apply

Interested candidates are invited to submit a resume with cover letter to the Human Resources Department by Applying Online or by email at

Only candidates considered for an interview will be contacted. Thank you for your interest in this position.