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, Hearth

Reports to: Technical Manager

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

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: 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.

Certifications Required: Minimum G3 or equivalent experience. NFI certificate would be an asset.

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

Specialized Skills: Customer Service, Technical Experience relevant to Hearth product installation and service.

At Napoleon, we believe in creating an environment where our Associates can thrive personally and professionally. Here’s what you can look forward to when you join our team:

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. This may include functions such as resume parsing, candidate ranking, or initial screening. These tools 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.