Technical Consultant, Hearth

2 weeks ago

Remote, Canada Napoleon Products Full time

**Title**: Technical Consultant, Hearth
**Reports to**: Technical Manager

**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.
- 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**:

- 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.

**Qualifications**:
Experience
**Preferred**
**1 year**: Customer Service

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- 8 hour shift

Work Location: Remote

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