Bilingual Technical Consultant, HVAC

Napoleon Products; Barrie; On-site; CAD 50,000 - 75,000; Full time

Job summary

Napoleon Products is seeking a Bilingual Technical Consultant for HVAC systems to deliver exceptional customer service and technical support. The role involves handling inquiries, troubleshooting installation issues, and maintaining documentation. Ideal candidates will have HVAC field experience and relevant certifications. Join a leading company in enhancing customer service excellence in the HVAC industry.

Qualifications

• Minimum 2-3 years HVAC experience or equivalent.
• Experience in HVAC manufacturing preferred.
• 0-2 years in the Technical Consultant role.
• Certifications in HVAC installation required.

Responsibilities

• Respond to first level technical inquiries and troubleshoot HVAC issues.
• Document interactions in CRM for continuity.
• Report product quality issues and maintain internal documentation.
• Complete internal product training and manage customer relationships.

Skills

Customer Service

Technical Experience

Education

G2 Gas Technician Certificate

313D Residential Air Conditioning Certificate

Tools

Microsoft Office

Dynamics 365

Salesforce

Talkdesk

Job description

Description

Title: Bilingual Technical Consultant, HVAC

Reports to: Technical Manager

Job Purpose: Provide a World Class Customer Experience as per corporate guidelines/objectives to existing and new customer base. Handle all inbound inquiries (phone, email, chat, social media etc.) with accuracy and professionalism. Process parts & replacement parts orders as necessary. Provide technical support to dealers and service technicians, general maintenance & troubleshooting guidance to customers while documenting relevant information into designated CRM database(s) as required. Process replacement & parts orders as necessary. Identify manufacturing and design issues through the appropriate channels.

Key Responsibilities and Accountabilities:

• Respond to 1st level technical inquires by identifying root cause of an issue such as installation or mechanical problems experienced by our Installers/ Customers.
• Provide detailed resolutions. Visualize and troubleshoot any problems that a consumer or service technician may run into (installations or mechanical problem on equipment already installed).
• Document relevant case (emails/calls) information in CRM to facilitate next steps.
• Report necessary revisions to replacement parts manuals, maintain support documents as required, report issues with product websites and provide recommendations to ensure site it up to date.
• Accumulate and share product information with other team members.
• Identify and track potential product quality issues and report those (Quality Audit).
• Enter information in product returns systems and follow up with Customers as required to ensure product is returned for internal inspection and cause of failure identified.
• Report inspection findings to Customers to eliminate future re-occurrence (results from Return Authorization inspection).
• Complete required internal (NED) product training
• Build and maintain relationships with Customers, Account Executives and other internal teams.

Education and Experience:

Minimum Years of Experience: 2-3 years HVAC Field Service and installation experience or equivalent. Experience in a HVAC system manufacturing environment would be an asset. 0- 2 years working experience in this role.

Certifications Required: Minimum G2 Gas Technician Certificate and 313D (Residential Air Conditioning Certificate).

Computer Software Requirement: Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Customer Service Software, ERP/CRM Data Management (Dynamics 365, Talkdesk and Salesforce are preferred).

Specialized Skills: Customer Service, Technical Experience relevant to HVAC product installation and service.