Job description

Position Overview The HVAC Technical Service Leader manages the processes of providing technical support, troubleshooting, and customer service for heating, ventilation, and air conditioning systems. This role assists contractors, technicians, and customers with diagnosing issues, recommending solutions, processing warranty claims, and ensuring overall satisfaction. The Technical Service Leader also works closely with the sales and operations teams to maintain strong product knowledge and deliver reliable support. In addition, this position is responsible for managing and developing technical training and technical programs to ensure contractors, technicians, and internal staff are equipped with the skills and knowledge necessary to succeed. Key Responsibilities • Manage the process to provide technical assistance to contractors, technicians, and customers via phone, email, or in person. • Manage the process of troubleshooting and commissioning HVAC systems, identify performance issues, including electrical, mechanical, and control components. • Collaborate with warranty teams, including claims review, documentation, and replacement authorization. • Support the sales team and contractor base by advising them on proper product applications, system design, and installation requirements. • Develop and manage the process of maintaining detailed records of service inquiries, resolutions, and customer interactions. • Collaborate with manufacturers and vendors for escalated technical issues. • Conduct and oversee product training sessions for contractors, internal staff, and customers as needed. • Manage and develop technical training programs to enhance technical skills, product knowledge, and service excellence across the organization. • Stay current on new HVAC technologies, products, codes, and industry best practices. • Ensure compliance with company policies, safety procedures, and quality standards. • Competent in utilizing online and software platforms, computer skills. • Able to understand and teach specifications, engineering applications, and design data. • Practical experience with residential inverter products, commercial products Daikin, JCI, Goodman, Bosch, ductless preferred. • Develop team of technical specialist of our equipment brands offered. Qualifications • High school diploma or equivalent (Associate's or Technical degree preferred). • Minimum 6-10 years of HVAC experience (installation, service, or technical support) managing technical, service, training teams. • Previous management/leadership experience. • Familiar with Inverter technology. • Must have group teaching/training experience. • Strong knowledge of HVAC systems, controls, refrigeration, and electrical principles. • EPA Certification required. • Excellent problem-solving and diagnostic skills. • Strong communication and customer service abilities. • Proficiency in Microsoft Office and basic computer systems. • Ability to work independently and within a team environment. Physical Requirements • 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. What We Offer • Competitive pay and benefits package. • Opportunities for technical training and professional development. • Supportive team environment with growth potential. Job Posted by ApplicantPro About the Company: Johnstone Supply - J Team Group

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