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Title: Technical Consultant, HearthReports to: Technical Manager 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: Experience in a Hearth manufacturing environment would be an asset. 0- 2 years working experience in this role. Previous counter sales support or relevant experience. Minimum G3 or equivalent experience. NFI certificate would be an asset. Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Customer Service Software, ERP/CRM Data Management. Customer Service, Technical Experience relevant to Hearth product installation and service. IGNITE YOUR CAREER,Some of our competitive benefits include: Competitive Compensation / Wages Medical, dental, and vision insurance Retirement Savings Plan (RRSP/DPSP) Tuition reimbursement Life insurance and disability coverage Associate Purchase Programs, Product Discounts, In-house Sales Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions Napoleon Cares – Associates helping Associates Employee Assistance Plan Napoleon Recognition Program GOevisits, virtual doctor visits And more! 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.QualificationsExperiencePreferred1 year: Customer Service Job Types: Full-time, Permanent Benefits: Company events Dental care Employee assistance program Extended health care RRSP match Store discount Tuition reimbursement Vision care Work from home Schedule: 8 hour shift Work Location: Remote