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. to help shape the future of HVAC/R support at Johnstone Supply | The Huestis-Meyers Group!