HVAC Technical Support and Service Manager

Johnstone Supply, North Americas leading wholesale distributor of HVACR equipment, parts and supplies, has a great opportunity for an HVAC Technical Support and Service Manager to join our team. Over the last seven decades Johnstone has grown into an industry leader with over 450 store locations and 6 distribution centers throughout North America resulting in over $4 billion in annual sales. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, and Fujitsu, to provide our customers with world class products, technical expertise, and quality service.

As a member of the Operations team, the HVAC Technical Support and Service Manager is responsible for providing technical service and support and training support for the equipment brands and products that we sell to Johnstone Supply Customers.

What will you be doing as a Technical Support & Service Manager:

• 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. This includes 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 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.

What we are looking for in a Technical Support & Service Manager:

• Requires a Technical Diploma or equivalent technical experience in HVAC/R along with at least eight (5) 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.

Technical Knowledge, Skills, and Abilities:

• Basic computer skills for email, job logging, and training.
• Advanced knowledge of HVAC equipment, components, controls, and electrical systems.
• Ability to Troubleshoot HVAC equipment malfunctions, diagnose the root cause of problems, and propose appropriate solutions.
• Ability to perform installation, maintenance, repair, and troubleshooting of various HVAC systems, such as furnaces, air conditioners, heat pumps, boilers, chillers, and ventilation systems.
• Ability to interpret technical drawings, blueprints, and schematics.

Process Knowledge, Skills, and Abilities:

• Ability to maintain accurate records of all service calls, including details of work performed, parts used, and recommendations made.
• Ability to adhere to all safety guidelines, codes, regulations, and industry best practices while performing HVAC tasks.
• Ability to Ensure proper handling and disposal of hazardous materials, and consistently follow established safety protocols.
• Ability to stay updated with the latest advancements, trends, and regulations in the HVAC industry through self-study, training sessions, workshops, and relevant certifications.
• Ability to apply acquired knowledge to improve technical skills and provide exceptional service.
• Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Communication Skills:

• Ability to demonstrate tact and diplomacy in dealing with others.
• Demonstrated skill in developing and maintaining relationships.

Leadership Skills:

• Individual contributor - Focus on producing own work; meeting quality and deadline expectations.

Johnstone Supply is strongly interested in hiring a great candidate that exhibits work behaviors & values that are conducive to building and maintaining a strong and effective company culture. These behaviors include:

• 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

Johnstone offers a competitive wage and benefits that include medical, dental, vision, life, LTD, 401(k) with company match, and PTO after 90 days. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience. If you are ready to take the next step in your career, apply now.

Visit our website https://www.johnstonesupply.com/our-history for more information about our growing company.

EOE