Technical Support Specialist

Overview

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.

Responsibilities

The Technical Support Representative is responsible for leading, developing, and implementing structure for technical sales support, training, and warranty. Responsibilities include providing a technical resource for customers and employees regarding equipment best practices. Develop technical and NATE related training programs for customers and employees. Assist Account Managers in closing sales opportunities. Provide structure related to warranty and unit exchange policy to reduce the number of warranty transactions. Our customers are professional certified Technicians and Contractors who come to Johnstone for our product selection, expertise, and quality service.

Position responsibilities

• 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.
• Create a NATE training program for the Johnstone Supply. Also implement technical training for customers and employees to better understand the fundamentals of air conditioning and the installation guidelines for our HVAC equipment.
• 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.
• Assist the branches in becoming one of the leading NATE testing centers in the U.S.
• 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 and Sales meetings, providing customer and product data, strategies and opportunities.
• Establishes and maintains a consistent company image throughout all training and sales events/presentations.
• Performs other duties as assigned for smooth and efficient operations and to maintain a high level of support and service in achieving Johnstone’s business operations.

Qualifications

Position requirements

• High school degree or equivalent (i.e. GED) required; B.A. or A.A. in related field preferred.
• 5+ years of HVAC field service experience.
• Travel (mostly driving) may be up to 50% on the local, state, and regional basis as needed.
• Must possess excellent communication and interpersonal skills.
• 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 in Word, Excel and PowerPoint
• Excellent interpersonal and communication skills, both written and oral, with ability to communicate proficiently in English in both formats

Company Values

We’re also interested in hiring a great candidate that holds these values so we can further build a strong company culture:

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Take the perspective of those we serve, anticipate their needs, and responding quickly.
• One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions.

Benefit Overview

At Johnstone Supply, we recognize that our employees’ growth, well-being, and success drives the company’s success. We offer a competitive wage, in addition to health and wellness benefits including medical, dental, vision coverage, and options for supplemental care. We provide the resources you need to take charge of your well-being, including:

• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay – we recognize and pay our employees for 7.5 holidays per year
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance and short-term disability
• Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance
• 24/7 Access to virtual care/telehealth options
• Health Savings Account (HSA) with employer contribution; Flexible spending accounts (FSA)
• Wellbeing program with opportunity to earn reduced medical costs
• Employee Assistance Program (EAP) for you, and your family
• Tuition reimbursement
• Employee referral bonus program
• Employee service milestone recognition program

We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

EOE & E-Verify Participating Employer.