Technical Service Advisor - HVAC/R

Position Purpose

The Technical Service Advisor (TSA) is critical to Johnstone Supply | The Huestis-Meyers Group's commitment to providing exceptional technical support for contractors. This role focuses on residential and light commercial HVAC/R technical troubleshooting, delivering training to contractors, and enhancing internal team knowledge to support business growth.

Essential Responsibilities

Technical Support

• Serve as the primary contact for contractors requiring technical troubleshooting or support.
• Conduct remote or on-site assistance to resolve system or product issues.
• Liaise with vendor technical hotlines to address escalated problems efficiently.
• Monitor and communicate updates on technical bulletins, ensuring all stakeholders are informed of critical changes.

Training and Development

• Plan and deliver training sessions for contractors on new products, system applications, and industry best practices.
• Conduct regular internal training for counter sales, call center staff, and territory managers to enhance product knowledge and troubleshooting skills.
• Collaborate with vendors to organize specialized training programs for contractors and staff.

Customer Engagement

• Build and maintain strong relationships with contractors by providing professional and reliable support.
• Address and resolve customer complaints effectively, balancing customer satisfaction with company policy.
• Represent the company at industry events, seminars, and vendor training sessions to stay ahead of industry trends and bring insights back to the team.

Operational Excellence

• Maintain organized records of service calls, training sessions, and technical resources.
• Ensure timely entry of warranty claims into the system and collaborate with warranty teams to meet submission requirements.
• Use tools like Salesforce and SAP to track support requests, analyze trends, and improve service delivery.

Qualifications

Education and Experience

• High School Diploma or equivalent required.
• Minimum 5 years of experience in the HVAC/R industry, preferably in technical support or as a service technician.
• Certifications in relevant technical fields preferred (e.g., NATE, EPA).

Requirements

• Strong technical knowledge of HVAC/R products and systems, including residential and light commercial applications.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Proficiency in Microsoft Office Suite and CRM systems (e.g., Salesforce).
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong problem-solving skills with attention to detail and customer focus.

Work Environment and Physical Requirements

• Must be able to travel to customer sites and branch locations as required (up to 20% travel).
• May involve working in varying indoor and outdoor conditions during customer site visits.
• Ability to lift and carry up to 25 pounds occasionally.

Key Performance Indicators (KPIs)

• Average resolution time for technical support inquiries.
• Number of contractor and internal training sessions conducted per quarter.
• Customer satisfaction scores related to technical support services.
• Warranty claims accuracy and submission timelines.

Core Values

The TSA must embody Johnstone Supply's core values:

• Make the Team Better – Foster collaboration and knowledge sharing.
• Make It Happen – Deliver solutions promptly and effectively.
• Make Their Day – Create positive experiences for customers and colleagues.

Join Our Team
Become part of a team that values expertise, collaboration, and a passion for customer success. Apply now to help shape the future of HVAC/R support at Johnstone Supply | The Huestis-Meyers Group!