Technical Consultant – Grills

Napoleon Products

. Respond to product information inquiries from Consumers & Dealers via phone, emails, and other service channels .

Posted 9/21/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$38,800 - CA$53,350 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service with a focus on providing a best-in-class experience, effective communication, and technical troubleshooting. Proficient in managing customer inquiries, processing orders, and utilizing CRM systems to achieve performance goals.

Highest-signal resume keywords

Customer Service ExperienceBilingual French/EnglishTechnical TroubleshootingCRM Application ProficiencyMicrosoft Office Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTechnical TroubleshootingOrder ProcessingCRM ApplicationMicrosoft OfficeERP SystemsQuality AuditReturn AuthorizationsCredit MemosProduct Knowledge

Soft Skills

Strong Communication SkillsTeam PlayerFunctional Expert

Tools & Technologies

CRM ApplicationMicrosoft ExcelMicrosoft WordMicrosoft OutlookDynamics 365

Certifications & Qualifications

High School DiplomaCollege Diploma/CertificateUniversity DegreeWorld Class Customer Experience Courses

Industry Keywords

Contact CentreTechnical AssistanceCustomer ExperienceProduct Quality IssuesReplacement Parts

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Respond to product information inquiries from Consumers & Dealers via phone, emails, and other service channels
Provide a best-in-class customer experience according to corporate guidelines and objectives
Enter replacement parts and warranty orders
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 80% on call/email quality evaluations
Enter customer payments and credits
Report necessary revisions to replacement parts manuals
Report issues with the product website
Share new or modified product information with the team
Help identify and track potential product quality issues through Quality Audit
Perform tasks in French or an alternate second language when required

Requirements

What you’ll need

Minimum 2 years work experience in Customer Service
Preference for prior contact centre/or technical assistance equivalent
Microsoft Office Beginner (Excel, Word, Outlook)
ERP (Dynamics 365 is an asset)
Must possess strong communication skills
Bilingual French/English an asset
Technical experience relevant to product line
Complete all Grill onboarding courses (NED)
Personal Development courses in World Class Customer Experience would be an asset
Basic understanding of troubleshooting gas and electrical situations
High School diploma, College Diploma/Certificate, or University degree in related field preferred
Microsoft Outlook Novice
Verbal Communication Novice
Internet Skills Novice
Team Player: Works well as a member of a group
Functional Expert: Considered a thought leader on a subject

Benefits

Comp & perks

Employee & Family Assistance Program for mental health and well-being (EAP)
Career Growth & Development Opportunities to learn new skills on the job
Access to new opportunities as they become available within the company
Appreciation events, raffles, and team building activities
Competitive compensation
Exclusive Associate discounts on our award-winning products