- Pay or shift range: $51,200 CAD to $70,400 CAD
- The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.
- Customer Solutions
- Full-Time
- Requisition #: TECHN
004173
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, HVAC
Reports to: Technical Manager
Hours of work: 8:30 a.m. to 5:00 p.m. Monday to Friday
Remote position
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
: 2-3 years HVAC Field Service and installation experience or equivalent. Experience in a HVAC system manufacturing environment would be an asset. 0- 2 years working experience in this role. Preference will be given to bilingual (French/English) candidates.
Certifications Required
:
Minimum G2 Gas Technician Certificate.
313D (Residential Air Conditioning Certificate) considered an asset.
Computer Software Requirement
:
Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), D365, Customer Service Software, ERP/CRM Data Management.
Specialized
Skills:
Customer Service, Technical Experience relevant to HVAC product installation and service.
At…
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