HVAC-R Technical Support & Service Associate

Johnstone Supply; Tinton Falls (NJ); On-site; USD 95,000 - 105,000; Full time

Job summary

Johnstone Supply, a leading HVACR distributor, seeks a Technical Support Specialist to service a designated region across multiple branches. You will provide elite customer service, address technical needs, and offer practical product recommendations during field visits.

The role emphasizes training customers and staff, delivering detailed service reports, and collaborating with sales to drive customer satisfaction and growth.

Qualifications

• HVAC/R knowledge required with field experience.
• Strong communication and customer-service focus essential.
• Ability to train customers and staff on equipment is preferred.
• Willingness to adapt to varying schedules and travel requirements.
• Experience with field service reporting and documentation.

Responsibilities

• Provide elite customer service during field visits across branches.
• Diagnose technical problems and determine proper solutions.
• Produce timely, detailed service reports for customers and leadership.
• Make product recommendations to sales leadership.
• Collaborate with staff to meet customer requirements and promote company products.
• Maintain knowledge of HVAC/R products and stay updated with vendor lines.

Skills

HVAC/R expertise

Troubleshooting

Customer service

Communication

Teamwork

Multi-tasking

Time management

English proficiency

Education

Technical diploma

Job description

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

As a Technical Support Specialist, you will provide elite customer service experience 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 when necessary, hands‑on application. The individual will also conduct equipment training for customers and staff.

What will you be doing as an HVAC Technician Support Specialist?

• 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/briefings.
• Confere with customers to assess equipment needs and determine system requirements.
• Collaborate with other staff members to understand customer requirements, promote the sale of company products, and provide sales support to Johnstone customers.
• Diagnose problems with Johnstone‑supplied or ordered equipment. Provide field product support for all branches and all products. Provide technical research and support for staff, including heat/cool loss, system design data, and a working knowledge of systems such as UPGNET.
• Deliver technical presentations that explain products or services to customers, prospective customers, and staff members.
• Provide technical and non‑technical support and services to customers or other staff regarding the use, operation, and maintenance of equipment or products.
• Attend technical conferences as a Johnstone representative, gathering new information.
• Maintain knowledge of HVAC/R fundamentals and product lines by understanding the function of Johnstone product lines, vendor lines, product features and benefits, and staying informed of new products. Use opportunities to further educate self, co‑workers, and customers.
• Maintain and increase the company’s stature in the marketplace by maintaining a neat and orderly appearance and conducting oneself in a professional manner and in accordance with company policies.
• Diagnose customer technical problems and answer phones in a prompt and professional manner.
• Meet with management regularly to maintain ongoing communication and solve customer, employee, or vendor issues.
• Maintain and provide management with a list of outside contacts (names, places, product resolutions) on an ongoing basis.
• Provide counter‑backup, management support, and training and teaching as required. Perform other job‑related duties assigned.

Qualifications

What we are looking for in a HVAC Technician Support Specialist

• Technical diploma or equivalent experience in HVAC/R with at least eight (8) years in the 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 developments and technology in the industry.
• Customer‑oriented individual with the ability and skills to meet, greet, and service customers. Team player able to achieve goals and objectives as mandated by Johnstone Supply.
• Ability to multi‑task, prioritize, and manage time effectively.
• Ability to work flexible shifts and adapt to changing work schedules.
• Excellent verbal and written communication skills in English, to interact with customers and employees, and to write and read reports and instructions.
• Ability to comprehend business math calculations, run a point‑of‑sale terminal, research HVAC/R items, and prepare required sales and customer reports.

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 prioritize 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 respond 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 drive 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.

Compensation

Annual Salary: $95,000 - $105,000

Schedule: Monday - Friday 7:00 AM – 5:00 PM