Job Title Technical Consultant, Hearth Reports To Technical Manager Hours of Work 8:30 a.m. to 5:00 p.m. Monday to Friday Job Purpose 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.) with accuracy and professionalism. Process parts and replacement parts orders as necessary. Provide technical support to dealers and service technicians, general maintenance and troubleshooting guidance to customers while documenting relevant information into designated CRM database(s) as required. Process replacement and parts orders as necessary. Identify manufacturing and design issues through the appropriate channels. Key Responsibilities and Accountabilities Respond to 1st level technical inquiries by identifying root cause of an issue such as installation or mechanical problems experienced by our installers/customers. Provide detailed resolutions and 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 is up to date. Accumulate and share product information with other team members. 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 (Results from Return Authorization inspection). Complete Hearth NED product training. Build and maintain relationships with customers, AE and other internal teams. Education and Experience Minimum Years of Experience: Experience in a Hearth manufacturing environment would be an asset. Preference will be provided to candidates with previous hearth field experience. Previous counter sales support or relevant experience. Certifications Required Minimum G3 or equivalent experience. NFI certificate would be an asset. Computer Software Requirements Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual, Customer Service Software, ERP/CRM Data Management. Specialized Skills Customer Service, Technical Experience relevant to Hearth product installation and service. Benefits Comprehensive health, dental, vision, and life insurance coverage 100% of premiums paid by the Company! Long Term Disability Protection Wellbeing support programs and virtual medical visits Employee & Family Assistance Program for mental health and wellbeing (EAP) #J-18808-Ljbffr
Job Title
Technical Consultant Hearth