Technical Consultant, Grills

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Napoleon Products

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏭 Manufacturing

🏨 Hospitality

🍽️ Food & Beverage

Manufacturing • Hospitality • Food & Beverage

Napoleon Products is a worldwide manufacturer of premium barbecues, fireplaces, heating and cooling systems, and outdoor living products, supplying consumers and dealers across many international markets. The company focuses on outdoor cooking and home heating solutions and distributes its products through regional dealers, retail channels, and online presence.

📋 Description

• Respond to product information inquiries from consumers and dealers via phone, email, and other service channels • Provide best-in-class customer experience according to corporate guidelines and objectives • Enter replacement parts and warranty orders and record relevant information in the CRM application • Achieve contact, order, and CRM volume goals • Respond to basic technical and troubleshooting inquiries without handoff • Enter Return Authorizations and Credit Memos • Maintain a minimum average of 80% on call/email quality evaluations • Enter customer payments and credits • Report revisions needed for replacement parts manuals and issues with the product website • Share new or modified product information with the team • Help identify, track, and report potential product quality issues through Quality Audit • Report to the Team Leader, Technical Consultant, Grills

🎯 Requirements

• High School diploma, College Diploma/Certificate, or University degree in a related field preferred • Minimum 2 years of work experience in Customer Service • Prior contact centre or technical assistance experience preferred • Complete all Grill onboarding courses (NED) • Personal Development courses in World Class Customer Experience would be an asset • Microsoft Office beginner proficiency, including Excel, Word, and Outlook • ERP experience; Dynamics 365 is an asset • Strong communication skills • Bilingual French/English is an asset • Technical experience relevant to the product line • Basic understanding of troubleshooting gas and electrical situations • Entry-level knowledge of products and processes • Ability to perform tasks in French or an alternate second language may be required

🏖️ Benefits

• 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