Technical Support Strategist
Johnstone Supply
full-time
Posted on:
Location Type: Office
Location: Tinton Falls • New Jersey • United States
Visit company websiteExplore more
Salary
💰 $95,000 - $105,000 per year
About the role
- 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.
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.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HVAC/Rtroubleshootingtechnical supportsystem designproduct recommendationsfield servicetechnical presentationscustomer servicesales supporttechnical research
Soft Skills
customer-orientedteam playercommunication skillsmulti-taskingtime managementadaptabilityproblem-solvingprofessionalismtrainingcollaboration
Certifications
Technical DiplomaHVAC/R certification