Technical Consultant Hearth

Job Title

Technical Consultant, Hearth

Reports to: Technical Manager

Hours of work: 8:30 a.m. to 5:00 p.m. Monday to Friday

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 & replacement parts orders as necessary. Provide technical support to dealers and service technicians, general maintenance & troubleshooting guidance to customers while documenting relevant information into designated CRM database(s) as required. Process replacement & parts orders as necessary. Identify manufacturing and design issues through the appropriate channels.

Key Responsibilities

• 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 det...