HVAC/R Technical Support & Service

About the role

As a Technical Support Specialist, you will provide elite customer service by addressing technical support needs for a designated region (three or more branches). The goal is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability. This role requires visiting job sites with customers to offer technical advice, support, recommendations, troubleshooting, and hands-on application when necessary. You will also conduct equipment training for customers and staff.

Responsibilities

• Provide expert-level service and customer support during field visits.
• Diagnose errors or technical problems and determine proper solutions.
• Produce timely and detailed service reports.
• Make product recommendations to the head of sales for new and existing products.
• Comprehend customer requirements and make appropriate recommendations or briefings.
• Assess equipment needs and determine system requirements in collaboration with customers.
• Collaborate with staff to understand customer requirements, promote company products, and provide sales support.
• Diagnose problems with Johnstone-supplied or ordered equipment and provide field product support for all branches and products.
• Conduct technical research and support for staff, including heat/cool loss, system design data, and knowledge of systems such as UPGNET.
• Deliver technical presentations explaining products or services to customers, prospective customers, and staff.
• Provide technical and non-technical support regarding the use, operation, and maintenance of equipment or products.
• Attend technical conferences as a Johnstone representative to gather new information.
• Maintain knowledge of HVAC/R fundamentals and product lines, including vendor products, features, benefits, and new developments.
• Maintain a professional appearance and conduct in accordance with company policies to uphold the company’s stature in the marketplace.
• Diagnose customer technical problems and answer phones promptly and professionally.
• Meet with management regularly to maintain communication and resolve customer, employee, or vendor issues.
• Maintain and provide management with a list of outside contacts (names, places, products, resolutions).
• Provide counter backup, management support, and training as required.
• Perform other job-related duties as assigned.

Requirements

• Technical Diploma or equivalent technical experience in HVAC/R.
• At least eight (8) years of experience in the HVAC/R field.
• Experience with residential and commercial applications.
• Ability to troubleshoot, test, repair, train, and service technical equipment.
• Willingness to learn and stay current with the latest industry developments and technology.
• Customer-oriented with strong interpersonal skills to meet, greet, and service customers.
• Team player committed to achieving company goals and objectives.

Skills

• Ability to multi-task, prioritize, and manage time effectively.
• Flexibility to adapt to changing work schedules.
• Excellent verbal and written communication skills in English.
• Proficiency in business math calculations, point-of-sale terminals, and HVAC/R research.
• Ability to prepare sales and customer reports.

Location: Tinton Falls, New Jersey