Technical Consultant, Hearth

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver an exceptional customer experience to both existing and prospective clients.

• Manage incoming inquiries through various channels such as phone, email, chat, and social media.

• Process orders for parts and replacement components.

• Offer first-level technical assistance to dealers and service technicians.

• Provide guidance on maintenance and troubleshooting to customers.

• Diagnose root causes of installation and mechanical issues, supplying comprehensive solutions.

• Record case details from emails and calls in CRM systems.

• Suggest revisions for replacement parts manuals and update support documentation accordingly.

• Report any issues with product websites and propose updates.

• Gather and disseminate product information among team members.

• Identify, monitor, and report potential product quality concerns through Quality Audits.

• Input information into product returns systems and follow up with customers regarding their returns.

• Communicate inspection results to customers to avoid future occurrences.

• Complete Hearth NED product training.

• Develop and nurture relationships with customers, Account Executives, and internal teams.

• Report directly to the Team Leader.

⛳️ Requirements

• A valid G3 (Gas License) is essential for consideration.

• Minimum G3 or equivalent experience is required.

• Experience in a Hearth manufacturing setting is advantageous.

• Preference will be given to candidates with prior experience in the hearth field.

• Previous experience in counter sales support or related roles is beneficial.

• An NFI certificate would be an asset.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook) is necessary.

• Capable of using Visual, Customer Service Software, and ERP/CRM Data Management tools.

• Strong customer service skills are required.

• Technical knowledge relevant to Hearth product installation and servicing is essential.

• Ability to work from 8:30 a.m. to 5:00 p.m., Monday through Friday.

• Capable of providing technical support and troubleshooting assistance for Hearth products.

🏝️ Benefits

• Comprehensive health, dental, vision, and life insurance coverage, with 100% of premiums covered by the Company.

• Long Term Disability Protection.

• Access to well-being support programs and virtual medical consultations.

• Employee & Family Assistance Program (EAP) for mental health and well-being support.

• Training Allowance and ongoing learning opportunities.

• Leadership development and mentorship programs available.

• Clear advancement pathways within the organization.

• Participation in appreciation events, raffles, and team-building activities.

• The Napoleon Cares fund, supported by Associates, to assist colleagues in times of need.

• Competitive total compensation package, including bonus opportunities.

• Retirement savings plan with company matching contributions (RRSP/DPSP).

• Exclusive discounts on award-winning products for Associates.

• This is a remote position.