Technical Consultant, Hearth

Napoleon Products

. Provide a World Class Customer Experience to existing and new customers .

Posted 9/18/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$42,800 - CA$58,850 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support and troubleshooting for Hearth products, ensuring a world-class customer experience through effective communication and problem resolution. Proficient in managing customer inquiries across multiple channels and maintaining accurate documentation in CRM systems.

Highest-signal resume keywords

G3 Gas LicenseTechnical Support for Hearth ProductsCustomer Service SkillsExperience in Hearth Manufacturing EnvironmentProficient in ERP/CRM Data Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Experience Relevant to Hearth ProductsTroubleshooting GuidanceParts Order ProcessingDocument Case InformationQuality Audit Reporting

Soft Skills

Relationship BuildingEffective Communication

Tools & Technologies

Microsoft OfficeCustomer Service SoftwareCRM Databases

Certifications & Qualifications

NFI CertificateG3 Gas License

Industry Keywords

Hearth ManufacturingCounter Sales SupportProduct Quality IssuesProduct Returns Management

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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