Bilingual Technical Consultant-Grills

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 creates memorable moments through our stunning designs and innovative technologies. Title Bilingual Technical Consultant, Grills Hours 11:30 a.m. to 8:00 p.m. EST – Monday to Friday Location Remote Work Job Description Reporting to the Team Leader, the Technical Consultant, Grills is accountable for effectively responding to product information inquiries from consumers and dealers via phone, email and other service channels, with a continued goal to improve processes and grill knowledge. The role provides a “Best in Class Customer Experience” as per corporate guidelines/objectives to existing and new customer base. They will enter replacement parts and warranty orders, record relevant information in the CRM application and have an entry‑level knowledge of products, processes, and a basic understanding of troubleshooting gas and electrical situations. Responsibilities and Accountabilities Effectively respond to product information inquiries from consumers and dealers via phone, email and other service channels at an entry level. May perform tasks in French or alternate 2nd language. Enter replacement parts and warranty orders; record relevant information in the CRM application. Achieve contact, order and CRM volume goals. Respond to basic technical and troubleshooting inquiries without the need for handoff. Enter return authorizations and credit memos. Maintain minimum average 80% on call/email quality evaluations. Enter customer payments and credits. Report necessary revisions to replacement parts manuals and report issues with our product website. Share new or modified product information with the team. Help identify and track potential product quality issues and report through Quality Audit. Education and Experience High school diploma, college diploma/certificate or university degree in a related field preferred. Minimum two years of work experience in customer service. Preference for prior contact centre or technical assistance experience. Complete all grill onboarding courses (NED). Personal development courses in world class customer experience would be an asset. Microsoft Office beginner (Excel, Word, Outlook), Visual Manufacturing. Must possess strong communication skills. Bilingual French/English is required, and technical experience relevant to the product line. Benefits 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, BBQs, competitions Napoleon Cares – associates helping associates Employee assistance plan Napoleon recognition program Goe visits, virtual doctor visits And more 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. #J-18808-Ljbffr