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. 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.

This posting is for an existing permanent vacancy and is actively being recruited for.

Technical

Consultant, HVAC Technical Manager Monday to Friday Remote position 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.) 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. Respond to 1st level technical inquires by identifying root cause of an issue such as installation or mechanical problems experienced by our Installers/ Customers. 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. 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. (Complete Hearth NED product training Build and maintain relationships with Customers, AE and other internal teams.

Minimum Years of Experience: 2-3 years HVAC Field Service and installation experience or equivalent.

Experience in a HVAC system manufacturing workplace would be an asset. 0- 2 years working experience in this role. Preference will be given to bilingual (French/English) candidates. 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.

Customer

Service, Technical Experience relevant to HVAC product installation and service. 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 Culture & Community 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) Artificial Intelligence Disclosure As part of our commitment to transparency and fairness in hiring, we disclose that automated tools, including artificial intelligence (AI), may be used to support parts of the recruitment process.

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.

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