Technical Consultant HVAC

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

Benefits offered by this job

Health insurance

Long-term disability

EAP

Retirement plan

Associate discounts

Job summary

The Napoleon Group of Companies is hiring a Technical Consultant, HVAC to deliver world-class customer experiences. You will handle inbound inquiries, provide technical support to dealers and service technicians, and process parts orders while recording details in CRM.

Requirements include 2–3 years HVAC field service experience, G2 Gas Technician Certificate, and strong MS Office/ERP/CRM skills. A bilingual (French/English) fit is a plus. 8:30 to 5, Monday to Friday, with comprehensive benefits.

Qualifications

• HVAC field service and installation experience preferred.
• G2 Gas Technician Certificate required; Residential AC certificate is an asset.
• Proficient with Microsoft Office; experience with ERP/CRM systems.

Responsibilities

• Respond to first-level technical inquiries and identify root causes.
• Provide detailed resolutions and document cases in CRM.
• Report product and parts issues; update manuals and knowledge base.
• Maintain relationships with customers, dealers, and internal teams.
• Complete product training and participate in continuous improvement.

Skills

Customer service

HVAC installation experience

Technical troubleshooting

Education

G2 Gas Technician Certificate

Residential Air Conditioning Certificate (313D)

Tools

Microsoft Office

D365

CRM software

ERP/CRM data management

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

Technical Consultant, HVAC

Reports to

Technical Manager

Hours of work

8:30 a.m. to 5:00 p.m. Monday to Friday

Remote position

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 Hearth NED product training
• Build and maintain relationships with Customers, AE 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. Preference will be given to bilingual (French/English) candidates.

Certifications Required

Minimum G2 Gas Technician Certificate.

313D (Residential Air Conditioning Certificate) considered an asset.

Computer Software Requirement

Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), D365, Customer Service Software, ERP/CRM Data Management.

Specialized Skills

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

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. These tools may include systems based on algorithms, statistical models, or machine learning. They 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.