Technical Consultant

Location

Canada

Posted

75 days ago

Salary

$42.8K - $58.9K / year

Seniority

Senior

Professional CertificateEnglishERP

Job Description

Technical Consultant

Napoleon Products

• 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. • Respond to 1st level technical inquires by identifying root cause of an issue. • Provide detailed resolutions and troubleshoot problems that a consumer or service technician may run into. • Accumulate and share product information with other team members.

Job Requirements

  • Experience in a Hearth manufacturing environment would be an asset.
  • Preference will be provided to candidates with previous hearth field experience.
  • 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.

Benefits

  • 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)
  • Training Allowance and continuous learning opportunities and programs
  • Leadership development and mentorship programs
  • Clear pathways for advancement
  • Appreciation events, raffles, and team building activities
  • Napoleon Cares – A fund sponsored by Associates to help Associates in times of need
  • 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

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