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Technical Support and Training Specialist

Johnstone Supply

This is a Full-time position in Las Vegas, NV posted May 12, 2022.

Advertising an opportunity for an experienced and exceptional Technical Support & Training Specialist

Who we are and why there is an opportunity

Johnstone Supply is a distributor of heating and air conditioning equipment, parts, and supplies, serving Nevada, Arizona, and Mississippi markets. These states are HOT and we love supplying our parts to the contractors that keep schools, businesses, and homes comfortable. We can’t change the weather, but we are daily doing our part to keep the indoors perfect temperature year-round.

Core Values

Customer Centric –We focus on the customer, what they need and how we can always be ready, and always make it easy to do business with.
Contributing Team Player – In distribution there is no one person that supplies the customer everything they need. It’s a team endeavor, and everyone needs to do their part.
Continuous Self-Improvement – Even though we are the best, we continue to get better.
Work Life Balance – When work becomes extra demanding during the summer and other times, we make sure it also gives back so that our home life does not suffer.
Takes Ownership – We believe in extreme ownership and leadership at every level.
These core values have helped us build a team of exceptional individuals that produce impressive results. If these core values resonate with you then you will love our team.

Summary

The Technical Support and Training Specialist will enhance our customer experience and satisfaction through exceptional post-sale technical support, warranty support and technical training across Nevada, Arizona and Mississippi markets.

Essential Job Results and Responsibilities:

Support customers to troubleshoot and resolve technical issues – remotely by phone AND onsite (if necessary)
Optimize customer warranty registrations
Provide Technical Training (Installation, Service, Troubleshooting) to internal and external customers
Liaison between customers and vendors on post sale issues: Develop and maintain relationships with vendors’ technical support and local sales representatives
Maintain library of technical support documentation from manufacturer/ vendors to assist customers with proper installation techniques and technical troubleshooting support.
Keep abreast of all unitary warranty requirements and procedures.
Adheres to and enforces all company policies, procedures and business ethics codes.
Maintains a professional attitude and personal appearance.
Maintains professional communications when interacting with customers and coworkers. Treating all customers and coworkers with a helpful and courteous attitude.
May work on Saturdays, alternating with fellow employees, depending on the business needs.

Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities. Therefore, it is expected that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

Required:

High School Diploma / GED required OR equivalent combination of education and experience.
Proven success in troubleshooting HVAC system issues (and installation) – either in the field or supporting customers as a distributor representative

Preferred:

Ability to provide training on technical topics (installation, troubleshooting) in an engaging and effective manner
Proven ability to empathize and support customers’ technical personnel
Tech Support and Training expertise with HVAC distributor and/or Manufacturer