Bilingual Technical Consultant, HVAC

Wolf Steel Ltd; Barrie; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading HVAC company in Ontario is looking for a Bilingual Technical Consultant to provide technical support for HVAC products. Responsibilities include handling customer inquiries and documenting information in the CRM. Candidates must have HVAC experience and the necessary technical certifications. The role offers competitive compensation and various employee benefits, including health insurance and retirement plans.

Benefits

Competitive Compensation

Medical, dental, and vision insurance

Retirement Savings Plan

Tuition reimbursement

Employee Assistance Plan

Qualifications

• 2-3 years HVAC Field Service and installation experience or equivalent.
• Experience in HVAC system manufacturing environment would be an asset.

Responsibilities

• Respond to technical inquiries and provide resolutions.
• Document case information in CRM for future reference.
• Maintain relationships with customers and internal teams.

Skills

Customer Service

HVAC Technical Experience

Problem Solving

Education

G2 Gas Technician Certificate

313D Residential Air Conditioning Certificate

Tools

Microsoft Office

Dynamics 365

Salesforce

Job description

Overview

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-side scale. The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon crates memorable moments through our stunning designs and innovative technologies.

Title: Bilingual Technical Consultant, HVAC - Remote

Reports to: Technical Manager

Hours of work: 8:30 a.m. to 5:00 p.m., Monday to Friday

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.

Ignite Your Career

• Competitive Compensation / Wages
• Medical, dental, and vision insurance
• Retirement Savings Plan (RRSP/DPSP)
• Tution reimbursement
• Life insurance and disability coverage
• Associate Purchase Programs, Product Discounts, In-house Sales
• Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
• Napoleon Cares – Associates helping Associates.
• Employee Assistance Plan
• Napoleon Recognition Program
• GOevisits, virtual doctor visits
• And more!

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.