Technical Services Specialist

About the role

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, offers an opportunity to join a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We partner with major companies like Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu to provide contractors with world-class products, technical expertise, and quality service. Relationship-building is central to our success, and we are growing—offering you the chance to grow with us.

Responsibilities

• Develop guidelines and tools to meet the growing demand for technical sales.
• Provide technical support and troubleshooting for customers and employees.
• Assist in “on-site field support” for trouble jobs (without touching, modifying, repairing, or installing product).
• Create and implement a NATE training program, including technical training for customers and employees on air conditioning fundamentals and HVAC equipment installation guidelines.
• Assist Branch Managers and Account Managers in closing sales opportunities with larger dealers.
• Provide technical training for customers as part of an in-house service to capture and retain sales.
• Develop structure for warranty processes and unit exchanges to reduce warranty transactions, improving customer service and reducing labor hours.
• Track and report warranty failure rates, number of service schools conducted, and number of attendees trained (both customers and employees).
• Assist branches in becoming leading NATE testing centers in the U.S.
• Support the Purchasing and Marketing team with product mix, superseded products/subs, and add-ons/related items to increase sales.
• Establish and maintain relationships with vendor partners and key customers.
• Maintain up-to-date understanding of industry trends and technical developments through internal/external resources.
• Participate in Marketing and Sales meetings, providing customer and product data and strategies.
• Establish and maintain a consistent company image throughout all training and sales events/presentations.

Requirements

• High school degree or equivalent (e.g., GED) required; B.A. or A.A. in a related field preferred.
• 5+ years of HVAC field service experience.
• Travel (mostly driving) may be up to 50% on a local, state, and regional basis as needed.
• Excellent communication and interpersonal skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Demonstrated ability to coordinate high levels of activity under varying conditions and constraints.
• Ability to make business decisions through analytical and creative processes.
• Proficient in Word, Excel, and PowerPoint.
• Excellent written and oral communication skills in English.

Company Values

We seek candidates who align with the following values to strengthen our company culture:

• Safety: Prioritize safety at work and home, ensuring those around you work safely.
• Customer Focused: Anticipate and respond quickly to the needs of those we serve.
• One Team: Collaborate, focus on common goals, and leverage team strengths to succeed together.
• Own It: Take initiative, act with urgency and pride, do things right the first time, and act with integrity.
• Innovate: Embrace and drive change that fosters continuous improvement and customer-valued solutions.

Benefits

• Competitive wage.
• Medical, dental, and vision coverage, with options for supplemental care.
• Competitive Paid Time Off (PTO).
• Safe Harbor 401(k) with 100% employer match up to 5% of base pay and immediate vesting.
• Paid holiday pay 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 opportunities 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.