Technical Support Strategist

Johnstone Supply LLC•Tinton Falls, NJ

About The Position

Johnstone Supply is a wholesale distributor catering to professional HVACR contractors, offering the industry's largest selection of equipment and genuine OEM parts. With 11 locations across New Jersey, Lower New York, and Staten Island, we are dedicated to our work and believe in the power of growing together. By fostering partnerships with our employees, customers, and the community, we help each other thrive and achieve success. As a Technical Support Strategist, 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 individual is required to visit job sites with customers to offer technical advice, support, recommendations, troubleshooting and when necessary, hands-on application. This person is also able to conduct equipment training for customers as well as staff.

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. 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.

Benefits

Paid Time Off (PTO) – 3 weeks of PTO for individual contributors and 4 weeks for leaders
Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediately vests
Holiday pay – we recognize and pay our employees for 7.5 holidays per year
Employer subsidized medical, dental, and vision plans.
Employer paid life insurance and long-term disability
Voluntary short-term disability, accident and critical illness insurance
24/7 Access to virtual care/telehealth options, and Parental Time Off
Flexible spending accounts (FSA)
$100 wellness reward for completing annual health check-up
Employee Assistance Program (EAP) for you, and your family
Coverage for chiropractic, acupuncture, and massage therapy services
Tuition reimbursement, up to $5,250 per year
Employee referral bonus program – earn up to $4,000 per year
Employee service milestone recognition program
Employee discounts on products & retail discounts
Variety of incentive plans for employees
Bi-weekly pay days on every other Friday
Opportunity to apply for the John M Shank Memorial Scholarship Fund, available to both Johnstone employees and children of employees