Technical Service Advisor - Crestwood - Johnstone Supply

    Johnstone Supply
    Johnstone Supply Crestwood

    4 hours ago

    Description
    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
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