Technical Support Specialist - HVAC

Johnstone Supply; San Diego, Northern (CA, KY); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Competitive wage

PTO

401(k) with match

Health benefits

Tuition reimbursement

EAP

Job summary

Johnstone Supply, North America’s leading HVACR distributor, is hiring a technical sales support specialist in San Diego. You will provide technical support, field assistance, and on-site guidance to customers and employees, while developing training programs to improve understanding of HVAC fundamentals and installation guidelines.

You will help close sales with larger dealers, optimize warranty processes, and collaborate with Purchasing/Marketing on product mix.

Qualifications

• HVAC/R field service experience (5+ years).
• Bachelor’s or Associate’s degree preferred in engineering, logistics, business or HVAC.
• Valid driver’s license and proof of insurance required to travel by vehicle.
• Excellent written and verbal communication skills for diverse audiences.
• Experience delivering technical knowledge to adult learners in multiple formats (written, virtual, in-person).
• Understanding of industry HVAC/R products and services.
• ERP competency or ability to learn quickly.

Responsibilities

• Develop guidelines and tools to meet growing demand for technical sales support and provide technical support/troubleshooting for customers and employees.
• Conduct on-site field support for trouble jobs while avoiding actual touching/repairing/installing of product.
• Implement technical training for customers and employees on HVAC fundamentals and installation guidelines; may facilitate NATE training for COS Group if applicable.
• Assist Branch Managers and Account Managers in closing sales with larger dealers; provide technical training as part of in-house service to drive sales.
• Develop structure for warranty process and exchanges to reduce warranty transactions and labor hours in warranty pipeline.
• Track and report warranty failure rates, number of service schools, and attendees trained.
• Assist Purchasing/Marketing with product mix, superseded products, add-ons to increase sales.
• Maintain relationships with vendor partners and key customers; stay updated on industry trends and technical developments.

Skills

HVAC/R field service

Technical support

Customer training

ERP

Microsoft 365

Education

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

Tools

ERP systems

MS 365

Job description

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

• 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.

Qualifications

• 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.

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.

Compensation

$80,000 - $90,000