Primary Duties and Responsibilities:
Technical service specialists are seen as experts in their field, have established themselves in the industry, and deliver a big part of the desired customer service experience for one major or more product line/category. 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 be able to conduct equipment training for customers as well as staff. Other responsibilities include answering incoming calls about basic product info, design, installation and start-up procedures as well as troubleshooting. They also stay current with new technology and make recommendations to the head of Sales when appropriate.
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 head of sales for new and existing products.
Operate vehicle in a safe manner and use field automation systems.
Follow all company’s filed procedures and protocols and document processes.
Cooperate with technical team and share information across the organization
Comprehend customer requirements and make appropriate recommendations/ briefings.
Build positive relationships with customers.
Confers with customers to assess equipment needs and to determine system requirements.
Collaborates 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.
Education, Work Experience & Specialized Skills or Knowledge:
Requires a Technical Diploma or equivalent technical experience in HVAC/R along with at least eight years of progressive experience and expertise 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 the 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 achieve 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.
Johnstone Supply - New Jersey At A Glance
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