Bilingual Technical Consultant - Grills

Wolf Steel Ltd; Remote; CAD 45,000 - 65,000; Full time

Job summary

A leading appliance manufacturer in Canada is seeking a Bilingual Technical Consultant for Grills to provide exceptional customer service and product support. The role includes responding to inquiries, processing orders, and maintaining CRM records. The successful candidate will have a high school diploma, bilingual proficiency in French and English, and at least two years of customer service experience. This position offers a remote work option and various employee benefits including health insurance and career development opportunities.

Benefits

Comprehensive health, dental, vision, and life insurance

Training Allowance and continuous learning opportunities

Competitive total compensation package

Qualifications

• Minimum 2 years work experience in Customer Service.
• Preference for contact centre or technical assistance equivalent.
• Complete Grill onboarding courses (NED).

Responsibilities

• Effectively respond to product inquiries via phone and email.
• Enter replacement parts and warranty orders.
• Assist with basic technical troubleshooting inquiries.

Skills

Bilingual French/English

Customer Service

Strong communication skills

Education

High School diploma, College Diploma/Certificate, or University degree

Tools

Microsoft Office

Visual Manufacturing

Job description

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-wide scale.

The warmth and experience that Napoleon product brings to the homes of our customers transcends borders, language and cultures to elevate everyday experiences, so you love being home. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

This posting is for an existing permanent vacancy and is actively being recruited for.

Title: Bilingual Technical Consultant, Grills

Hours: 11:30 a.m. to 8:00 p.m. EST - Monday to Friday

Location: Remote Work

Reporting to the Team Leader, the Technical Consultant, Grills is accountable to effectively respond to product information inquiries from Consumers & Dealers via phone, emails & other service channels, with a continued goal to improve on processes and grill knowledge. Provide “Best in Class Customer Experience” as per corporate guidelines/objectives to existing and new customer base. The Grill Technical Consultant will enter replacement parts and warranty orders. Record relevant information in the CRM application. They have an entry level knowledge regarding products, processes as well as a basic understanding of troubleshooting gas and electrical situations.

Key Responsibilities And Accountabilities

• Effectively responding to product information inquiries from Consumers & Dealers via phone, emails & other service channels at an entry level. May perform tasks in French or alternate 2nd language.
• Enter replacement parts and warranty orders, record relevant information in CRM application.
• Achieve Contact, Order and CRM volume goals.
• Respond to basic technical & troubleshooting inquiries without the need for handoff.
• Able to enter Return Authorizations and Credit Memos.
• Maintain minimum average 80% on call/email quality evaluations.
• Enter customer payments and credits.
• Report necessary revisions to replacement parts manuals, and report issues with our product website.
• Share new or modified product information with team.
• Help identify and track potential product quality issues and report through Quality Audit.

Education And Experience

• High School diploma, College Diploma/Certificate, or University degree in related field preferred.
• Minimum 2 years work experience in Customer Service. Preference for prior contact centre or technical assistance equivalent.
• Complete all Grill onboarding courses (NED). Personal Development courses in World Class Customer Experience would be an Asset.
• Microsoft Office Beginner (Excel, Word, Outlook), Visual Manufacturing.
• Must possess strong communication skills. Bilingual French/English is required, technical experience relevant to product line.

Benefits, Health, Well-being & Support

• Comprehensive health, dental, vision, and life insurance coverage – 100% of premiums paid by the Company!
• Long Term Disability Protection
• Well-being support programs and virtual medical visits
• Employee & Family Assistance Program for mental health and well-being (EAP).

Career Growth & Development

• Training Allowance and continuous learning opportunities and programs
• Leadership development and mentorship programs
• Clear pathways for advancement.

Culture & Community

• Appreciation events, raffles, and team building activities
• Napoleon Cares – A fund sponsored by Associates to help Associates in times of need.

Financial Security

• Competitive total compensation package, inclusive of bonus opportunity.
• Retirement savings plan with matching Company contributions (RRSP/DPSP).
• Exclusive Associate discounts on our award-winning products.

Artificial Intelligence Disclosure

As part of our commitment to transparency and fairness in hiring, we disclose that automated tools, including artificial intelligence (AI), may be used to support parts of the recruitment process. This may include functions such as resume parsing, candidate ranking or initial screening. These tools do not make final hiring decisions but may assist Talent Acquisition in evaluating applications. AI tools used may include systems based on algorithms, statistical models, or machine learning.

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

We thank you for your interest in The Napoleon Group of Companies and for participating in our competition. Only those candidates selected for consideration will be contacted.