What are the responsibilities and job description for the Technical Services and Training Manager position at Johnstone Supply - The JTeam Group?
Position Overview
The Technical Services and Training Manager is responsible for leading the technical support, training, and development functions for the company's HVAC product lines. This role ensures that internal teams, customers, and contractor partners receive the technical guidance, education, and support needed to drive product knowledge, customer satisfaction, and operational excellence across the distribution network.
Key Responsibilities
The Technical Services and Training Manager is responsible for leading the technical support, training, and development functions for the company's HVAC product lines. This role ensures that internal teams, customers, and contractor partners receive the technical guidance, education, and support needed to drive product knowledge, customer satisfaction, and operational excellence across the distribution network.
Key Responsibilities
- Provide advanced technical support to internal sales teams, branch personnel, and external customers regarding HVAC products, applications, and troubleshooting.
- Develop and deliver technical training programs for employees, customers, and contractors - including in-person sessions, virtual training, and hands-on demonstrations.
- Manage and develop technical services and training team, activity, processes, and daily operations.
- Maintain up-to-date knowledge of HVAC products, technologies, and industry standards to ensure accurate and timely technical guidance.
- Create and maintain training materials, technical bulletins, and reference guides.
- Support warranty evaluation processes and assist in resolving complex product issues.
- Partner with vendors and manufacturers to coordinate technical certifications and training opportunities.
- Track and analyze training effectiveness and technical support metrics to identify trends, gaps, and opportunities for improvement.
- Collaborate with Sales, Operations, and Purchasing leadership to align technical support and training initiatives with company goals.
- Manage and mentor any technical support or training staff within the department
- 5 years of experience in HVAC technical service, field service, service management or related roles (manufacturer, distribution experience preferred).
- Strong knowledge of HVAC systems, components, and installation/service practices.
- Excellent communication, presentation, and training facilitation skills.
- Ability to troubleshoot and solve complex technical issues.
- Experience developing technical training materials and leading training sessions.
- Strong organizational and project management skills.
- Proficiency with standard office and presentation software; LMS experience a plus.
- EPA certification or other HVAC-related certifications preferred.
- Ability to sit, stand, and move throughout the workday.
- Occasionally lift HVAC components and parts (up to 50 lbs).
- Some local travel may be required for training or site support.