HVAC-R Technical Support & Service Associate

Johnstone Supply LLC•Tinton Falls, NJ

45d•$95,000 - $105,000•Onsite

About The Position

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has an opportunity for an HVAC-R Technical Support & Service Associate. This role involves providing elite customer service and technical support for a designated region, aiming to improve customer satisfaction, retention, and profitability. The position requires visiting job sites to offer technical advice, support, recommendations, troubleshooting, and hands-on application. Additionally, the role includes conducting equipment training for customers and staff, making product recommendations, and collaborating with sales and other staff members. The associate will diagnose issues with Johnstone-supplied equipment, provide field product support, and conduct technical research for all branches. This role also involves delivering technical presentations, maintaining knowledge of HVAC/R fundamentals and product lines, and representing Johnstone professionally in the marketplace. The associate will also handle customer technical problems, answer phones, meet with management regularly, and provide counter backup, management support, and training as needed.

Requirements

Requires a Technical Diploma or equivalent technical experience in HVAC/R along with at least eight (8) years in the HVAC/R field.
Experience with residential and commercials applications.
Ability to troubleshoot, test, repair, train and service technical equipment.
Must be willing to learn and keep current with the latest developments and technology in industry.
Must be a customer-oriented individual with the ability and skills to meet, greet and service customers.
Must also be a team player able to achieve goals and objectives as mandated by Johnstone Supply and must be committed to achieving the goals and objectives of the Johnstone Business Model.
Ability to multi-task, prioritize, and manage time effectively.
Ability to work flexible shifts and to adapt to changing work schedules.
Must possess excellent verbal and written communication skills, in English, to interact with customers and employees, and write and read reports and instructions.
Must be able to comprehend business math calculations, run a point of sale terminal, research HVAC/R items and help prepare required sales and customer reports.

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/ briefings.
Confers with customers to assess equipment needs and to determine system requirements.
Collaborate with other staff members to understand customer requirements, to promote the sale of company products, and to provide sales support to Johnstone customers.
Diagnoses problems with Johnstone supplied or ordered equipment.
Provides field product support for all branches and all products.
Provide technical research and support for staff members in all branches.
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 members regarding the use, operation and maintenance of equipment or products.
Attending technical conferences as a Johnstone representative, gathering new information.
Maintains knowledge of HVAC/R fundamentals and product lines by: knowing the function of Johnstone product lines, and where and how they are used; knowing the vendors carried and their respective lines; knowing specific features and benefits of most purchased products; staying informed of new products; and utilizing opportunities to further educate self, co-workers and customers.
Maintains and increases the company’s stature in the marketplace by maintaining a neat and orderly appearance and by conducting oneself in a professional manner and in accordance with company policies.
Diagnose customer technical problems and answers phones in a prompt and professional manner.
Meets with management on a regular basis to maintain ongoing communication and to solve customer, employee, or vendor issues.
Maintains and provides management with a list of outside contacts (names, places, products resolutions) on an ongoing basis.
Provides counter backup, management support, and training and teaching as required.
Performs other job-related duties assigned.

Benefits

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