Associate Consultant supporting Canadian organizations with employee benefits and retirement consulting. Managing renewals, plan analysis, client reporting, presentations, and ongoing plan administration.
About the role
- Technical Consultant supporting customers, dealers, and technicians with Napoleon Hearth product troubleshooting and orders. Remote role handling technical inquiries, CRM documentation, and product quality follow-up.
Responsibilities
- Provide a World Class Customer Experience to existing and new customers
- Handle inbound inquiries by phone, email, chat, social media, and other channels
- Process parts and replacement parts orders
- Provide first-level technical support to dealers and service technicians
- Provide maintenance and troubleshooting guidance to customers
- Identify root causes of installation and mechanical problems and provide detailed resolutions
- Document case information from emails and calls in CRM databases
- Report revisions needed for replacement parts manuals and maintain support documents
- Report product website issues and recommend updates
- Accumulate and share product information with team members
- Identify, track, and report potential product quality issues through Quality Audit
- Enter information into product returns systems and follow up with customers regarding product returns
- Report inspection findings to customers to prevent recurrence
- Complete Hearth NED product training
- Build and maintain relationships with customers, AE, and internal teams
- Report to the Team Leader
Requirements
- Must have G3 (Gas License) to be considered
- Minimum G3 or equivalent experience
- Experience in a Hearth manufacturing environment would be an asset
- Preference provided to candidates with previous hearth field experience
- Previous counter sales support or relevant experience
- NFI certificate would be an asset
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
- Proficient in Visual, Customer Service Software, and ERP/CRM Data Management
- Customer service skills
- Technical experience relevant to Hearth product installation and service
- Ability to work 8:30 a.m. to 5:00 p.m., Monday to Friday
- Ability to provide technical support and troubleshooting guidance for Hearth products
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 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 award-winning products
- Remote position
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