R&D Field Engineer(ing)/Trainer - Hearth/HVAC (North America)

Napoleon; Barrie; On-site; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated technical specialist to enhance customer satisfaction through innovative solutions. This role involves collaborating with various teams to address technical issues, optimize appliance performance, and provide training on best practices. With a focus on customer experience, you will lead initiatives that improve product installation and service quality. The company offers a dynamic work environment with competitive compensation and comprehensive benefits, making it an exciting opportunity for those passionate about engineering and customer service.

Benefits

Medical, dental, and vision insurance

Retirement Savings Plan (RRSP/DPSP)

Tuition reimbursement

Life insurance and disability coverage

Employee Assistance Plan

Product Discounts

Appreciation Events

Virtual doctor visits

Qualifications

• 3-5 years experience in Hearth or HVAC industry as installer or technical specialist.
• G2 Gas Fitter and refrigeration certifications required.

Responsibilities

• Solve escalated technical issues and analyze appliance performance.
• Support R&D with installation and durability testing.

Skills

Problem Solving

Technical Analysis

Communication Skills

Project Management

Installation Best Practices

Education

University Degree or College Diploma in Gas or Refrigeration

G2 Gas Fitter Certification

313A or 313D Refrigeration Certification

Tools

MS Office

Excel

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 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 creates memorable moments through our stunning designs and innovative technologies.

Location: Can be based out of North America

Reports to: Senior Engineering Manager

Key Responsibilities and Accountabilities:

• In collaboration with the Customer Experience team, solve escalated technical issues as it relates to poor appliance performance. Understand root cause and determine if poor performance is installation related or design related (may require onsite visits). Create the process if the product requires rework to be completed in the field.
• Consult on a wide range of products, working with other engineers, project managers and construction professionals as needed. Recommend design improvements to performance, installation, and service. Analyze appliance and installation parameters to find inefficiencies or malfunctions. Create solutions to optimize performance and communicate those back to the team.
• Support the R&D development team with Field Evaluation Programs (FEP). Participate in installation and durability testing and submit detail reports.
• Support North American Hearth/HVAC Sales team with large projects. Participate in pre-build site visits. Communicate directly with the customer to understand project requirements, goals, design specifications, and operational environment, to evaluate cost, feasibility, and implementation. In some cases, oversee first install and perform regular follow-ups to ensure builder is comfortable with installation parameters.
• Lead training initiatives by collaborating with the Sales and Training teams to educate customers on new product, effective troubleshooting, installation "best practices" and service. Cross training (Hearth, Grills, HVAC) will be required.
• Support the Production Engineering team as the Corporate “Installation Expert” with engineering changes and provide input necessary to improve serviceability and performance.
• Create all technical communication resources (bulletins, brochures, leaflets, and installation manuals) for our customers.
  
  

Education and Experience:

• University Degree or College Diploma in gas or refrigeration trade, Adult Education principles, or a related field of study, or 3-5 years relevant work experience.
• 3-5 years’ experience in either the Hearth or HVAC industry as an installer or technical specialist.
• G2 Gas Fitter required, 313A or 313D refrigeration required for HVAC, WETT certification preferred.
• Proficient with managing software solutions, MS Office, strong knowledge of Excel.
• Broad understanding of design, installation, and service. Practical understanding of Hearth Products. HVAC and refrigeration knowledge is an asset.
• Managing multiple tasks to tight deadlines.
• Availability to travel up to 70% of annual time.
  
  

IGNITE YOUR CAREER, Some of our competitive benefits include:

• Competitive Compensation / Wages
• Medical, dental, and vision insurance
• Retirement Savings Plan (RRSP/DPSP)
• Tuition 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.