HVAC-R Technical Support & Service Associate

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
.

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.

• 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.

• 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…