West Coast Field Engineer/Trainer

Napoleon Products; Barrie; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled technical specialist to enhance customer experiences through innovative solutions in the Hearth and HVAC sectors. This role involves collaborating with various teams to address technical challenges, optimize product performance, and provide training on best practices. With a commitment to quality and customer satisfaction, this position offers a dynamic work environment that values employee contributions and fosters professional growth. If you thrive in a fast-paced setting and are eager to make a significant impact, this opportunity is perfect for you.

Benefits

Medical, dental, and vision insurance

Retirement Savings Plan (RRSP/DPSP)

Life insurance and disability coverage

Employee purchase programs

Company events and competitions

Employee Assistance Plan

Recognition programs

Qualifications

• 3-5 years experience in Hearth or HVAC industry as an installer or technical specialist.
• Ability to manage multiple tasks under tight deadlines.

Responsibilities

• Collaborate with Customer Experience team to solve escalated technical issues.
• Lead training initiatives with Sales and Training teams on new products.

Skills

Technical Problem Solving

Customer Service

Project Management

Communication Skills

Installation Expertise

Education

University Degree or College Diploma in gas or refrigeration trade

G2 Gas Fitter certification

313A or 313D refrigeration certification

Tools

MS Office (Excel)

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 also operates on a worldwide scale.

The warmth and experience that a Napoleon product brings to our customers' homes transcend borders, language, and cultures, enhancing everyday living across the globe. We create memorable moments through our stunning designs and innovative technologies across North America, Europe, South America, and Asia.

Location:

West Coast North America (British Columbia, Washington, Idaho, California)

Reports to:

Senior Engineering Manager

Key Responsibilities and Accountabilities:

1. Collaborate with the Customer Experience team to solve escalated technical issues related to appliance performance, identify root causes, and determine if issues are installation or design related, including onsite visits if necessary. Develop processes for product rework in the field.
2. Consult on a range of products, working with engineers, project managers, and construction professionals. Recommend design improvements, analyze appliance and installation parameters, and communicate solutions to optimize performance.
3. Support R&D with Field Evaluation Programs (FEP), participate in installation and durability testing, and submit detailed reports.
4. Assist North American Hearth/HVAC Sales team with large projects, including pre-build site visits, understanding project requirements, and overseeing initial installations when needed.
5. Lead training initiatives with Sales and Training teams to educate customers on new products, troubleshooting, installation best practices, and service, including cross-training across Hearth, Grills, and HVAC.
6. Support Production Engineering as the Corporate “Installation Expert,” providing input on engineering changes to improve serviceability and performance.
7. Create technical communication resources such as bulletins, brochures, leaflets, and installation manuals.

Education and Experience:

• University Degree or College Diploma in gas or refrigeration trade, Adult Education principles, or related field, or 3-5 years relevant experience.
• 3-5 years’ experience in Hearth or HVAC industry as an installer or technical specialist.
• G2 Gas Fitter certification, 313A or 313D refrigeration certification for HVAC, WETT certification preferred.
• Proficiency with software solutions, MS Office, especially Excel.
• Broad understanding of design, installation, and service; practical knowledge of Hearth Products; HVAC and refrigeration knowledge is an asset.
• Ability to manage multiple tasks under tight deadlines.
• Willingness to travel up to 70% of the time.

Benefits:

• Competitive wages and compensation
• Medical, dental, and vision insurance
• Retirement Savings Plan (RRSP/DPSP)
• Life insurance and disability coverage
• Employee purchase programs, product discounts, in-house sales
• Company events, raffles, fundraising activities, BBQs, competitions
• Napoleon Cares program supporting employees
• Employee Assistance Plan
• Recognition programs and more

The Napoleon Group of Companies is committed to fair and accessible employment practices, providing accommodations upon request throughout the employment cycle. We appreciate your interest; only candidates selected for consideration will be contacted.