Technical Support Specialist - HVAC

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has a great opportunity to join our team. Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu, to provide contractors with world-class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.

• Develop guidelines and tools to meet the growing demand for technical sales support. Provide technical support and troubleshooting for our customers and our employees. Assist in “on-site field support” for trouble jobs but refrain from touching, modifying, repairing or installation of product.

• Implement technical training for customers and employees to better understand the fundamentals of air conditioning and the installation guidelines for our HVAC equipment. May create or facilitate a NATE training program for the assigned Company Owned Store (COS) Group if applicable.

• Assist Branch Managers and Account Managers in closing sales opportunities with larger dealers of equipment. Provide technical training for customers as part of an in-house service to capture and retain sales.

• Develop structure for warranty process and unit exchanges to reduce warranty transactions. Reducing warranties will allow for greater customer service and limited labor hours in the warranty pipeline.

• Track and report regularly warranty failure rates, number service schools conducted, and number of attendees trained – both customer and employee.

• Assists the Purchasing and Marketing team with product mix, superseded products/subs, and add-ons/related items for increase sales.

• Establish and maintain relationships with vendor partners and key customers.

• Through internal/external resources maintain up-to-date understanding of industry trends and technical developments that effect target markets/products.

• Participates in marketing, sales, and other meetings, providing customer and product data, strategies and opportunities.

• Establishes and maintains a consistent company image throughout all training and sales events/presentations.

• High school degree or equivalent (i.e. GED)

• 5+ years of HVAC/R field service experience

• Bachelor’s or Associate’s degree preferred in engineering, logistics, business or HVAC

• Valid driver’s license and proof of insurance required in order to travel by vehicle.

• Exemplary written and verbal communication skills with ability to effectively present and deliver information successfully to a wide variety of audiences.

• Experience providing technical knowledge to the adult learner in a variety of formats including but not limited to written, virtual, and in-person.

• Understanding of industry technical, residential, and commercial HVAC/R products and services.

• ERP competency or ability to learn quickly.

• Ability to define problems, collect data, establish facts and draw valid conclusions.

• Must have demonstrated ability to coordinate a high level of activity under a variety of conditions and constraints.

• Ability to make business decisions by an analytical as well as creative process.

• Proficient with Microsoft 365 products including Excel, Outlook, Word, and PowerPoint, and other company and job-related technologies.

• Excellent interpersonal skills with ability to develop and maintain relationships with a wide variety of audiences.