Technical Consultant, Hearth

Napoleon Products; Barrie; Remote; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Technical Consultant to deliver exceptional customer experiences. This remote role involves providing technical support for hearth products, assisting customers and service technicians, and documenting inquiries in a CRM system. The ideal candidate will have a passion for problem-solving and customer service, with the ability to troubleshoot installation and mechanical issues. Join a company that values innovation and quality, and enjoy competitive compensation and a range of benefits designed to support your career growth and well-being.

Benefits

Medical, dental, and vision insurance

Retirement Savings Plan (RRSP/DPSP)

Tuition reimbursement

Life insurance and disability coverage

Employee Assistance Plan

Competitive Compensation / Wages

Product Discounts

Appreciation Events

Virtual doctor visits

Napoleon Recognition Program

Qualifications

• 0-2 years of experience in a Hearth manufacturing environment is preferred.
• Proficient in Microsoft Office and customer service software.

Responsibilities

• Provide technical support and resolve customer inquiries effectively.
• Document case information in CRM and report product quality issues.

Skills

Customer Service

Technical Support

Problem Solving

Communication

Education

Minimum G3 or equivalent experience

NFI certificate

Tools

Microsoft Office

Customer Service Software

ERP/CRM Data Management

Job description

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.

Title: Technical Consultant, Hearth

Reports to: Technical Manager

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

Location: Remote

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. Identify manufacturing and design issues through the appropriate channels.

Key Responsibilities and Accountabilities:

• Respond to 1st level technical inquiries 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 is 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 Hearth NED product training.
• Build and maintain relationships with Customers, AE and other internal teams.

Education and Experience:

• Experience in a Hearth manufacturing environment would be an asset. 0-2 years working experience in this role. Previous counter sales support or relevant experience.
• Minimum G3 or equivalent experience. NFI certificate would be an asset.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Customer Service Software, ERP/CRM Data Management.
• Customer Service, Technical Experience relevant to Hearth product installation and service.

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.