Bilingual Technical Consultant-Grills

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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 Napoleon products bring to the homes of our customers transcends borders, language, and cultures to elevate everyday experiences. 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.

Bilingual Technical Consultant, Grills

11:30 a.m. to 8:00 p.m. EST – Monday to Friday

Remote Work

• Effectively respond to product information inquiries from Consumers & Dealers via phone, emails & 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 CRM application.
• Achieve Contact, order and CRM volume goals.
• Respond to basic technical & 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 team.
• Help identify and track potential product quality issues and report through Quality Audit.

• High School diploma, College Diploma/Certificate, or University degree in related field preferred.
• Minimum 2 years work experience in Customer Service. Preference for prior contact centre or technical assistance equivalent.
• 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, technical experience relevant to product line.

• 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.

As part of our commitment to transparency and fairness in hiring, automated tools, including artificial intelligence (AI), may be used to support parts of the recruitment process. 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. Accommodation is available upon request.

Entry level

Full‑time

Information Technology

Manufacturing