Dealer Technical Support Specialist

Job Description

Job Description

Key Responsibilities:

Dealer Phone Support: Answer dealer and contractor calls. Diagnose equipment, controls, and installation issues and walk techs through the fix.

Escalation: Work with manufacturer tech support and warranty teams when a problem goes beyond a phone fix. Own each case until it's resolved.

Documentation: Log every call, issue, and outcome. Build a library of common problems and proven fixes.

Training Support: Share call trends with the Training & Development Manager. Help build and deliver training content, both virtual and in person.

Branch and Field Time: Spend 10 to 15% of your time at branches and dealer job sites supporting training events, startups, and troubleshooting on site.

Sales Support: Answer technical questions from our inside and outside sales teams so they can respond to dealers fast.

Stay Current: Keep up with new equipment, refrigerant changes, and manufacturer updates.

Qualifications & Skills

Experience:

5+ years in HVAC service, installation, or technical support

Field experience diagnosing residential split systems, heat pumps, and ductless equipment

Skills:

Solid troubleshooting skills across refrigeration, electrical, controls, and airflow

Clear, patient phone communication. You can talk a tech through a problem you can't see.

Organized and consistent with call notes and follow ups

Comfortable with Microsoft Office and ticket or CRM systems

You work well on your own and manage your day without close supervision

Literacy of ladder type wiring diagrams 

Ability to multi-task under pressure

Conduct oneself in a corporate, professional manner even under duress

Advanced understanding of ohm's law

Advanced understanding of refrigerant piping diagrams

Basic understanding of Thermodynamic principles.

Education & Certifications:

High school diploma or equivalent

HVAC trade school certification.

EPA 608 Universal certification preferred. NATE certification a plus.

Other:

Valid driver's license, ability to pass drug screen and background check

Reliable home internet and a quiet workspace

Preferred Attributes

Light commercial HVAC experience with rooftop units, larger split systems, and commercial controls

Ability to do light commercial takeoffs and load calcs, and help our sales team with equipment selection, quotes, and submittals

Understanding of how contractor and dealer businesses run

Bilingual in English and Spanish is a plus

Here at Johnstone, we understand that finding the right career is one of the most important decisions you will make in your adult life.

It’s our belief that work should be challenging and rewarding.

Employees should always be valued for their dedication and excellence.

Company Description

Here at Johnstone, we understand that finding the right career is one of the most important decisions you will make in your adult life. \r\n\r\nIt’s our belief that work should be challenging and rewarding. \r\n\r\nEmployees should always be valued for their dedication and excellence.