Bilingual Technical Consultant-Grills

Pay or shift range: $38,800 CAD to $53,350 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.

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: Bilingual Technical Consultant, Grills
Hours: 11:30 a.m. to 8:00 p.m. EST - Monday to Friday
Location: Remote Work

Reporting to the Team Leader, the Technical Consultant, Grills is accountable to effectively respond to product information inquiries from Consumers & Dealers via phone, emails & other service channels, with a continued goal to improve on processes and grill knowledge. Provide “Best in Class Customer Experience” as per corporate guidelines/objectives to existing and new customer base. The Grill Technical Consultant will enter replacement parts and warranty orders.

Record relevant information in the CRM application. They have an entry level knowledge regarding products, processes as well as a basic understanding of troubleshooting gas and electrical situations.

• 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, we disclose that automated tools, including artificial intelligence (AI),…