HVAC Training & Field Support Manager

Job description:

About Us

Johnstone Supply is a leading wholesale supplier to the heating, air conditioning, and refrigeration industry. The King group operates 6 branches located in New Jersey and the Philadelphia area with immediate openings due to rapid company expansion and market demand. We are seeking well-qualified, enthusiastic people to help us maintain the highest levels of customer satisfaction and help continue to grow our business.

Our core focus is simple: To be a dominant player in the markets we serve by making it easy for contractors to do business with products, knowledge, and service. We strive to provide a world-class customer experience to every customer, on every transaction.

Prospective team members should be aligned with our core values:

1. Self-Improvement & Adaptability – Interested in continuous self-improvement & adapts to change

2. Energetic & Competitive – Is Enthusiastic, Energetic, Tenacious, & Competitive

3. Take initiative and Maintain Accountability

4. Detail Oriented – Practices fanatical attention to consistency & detail

5. Team Player - Supporting One Another "One Team, One Goal"

Position Summary

The Senior Technical Services Manager will serve as the company’s highest-level technical authority, responsible for:

• Advanced system troubleshooting support
• Contractor technical training
• Mentoring internal technical advisors
• Training Johnstone sales teams in technical aspects of the products we sell
• Partnering with manufacturers’ technical support teams
• Reducing warranty expense and installation errors
• Elevating our reputation as the most technically competent distributor in the market

You will build and lead the next generation of technical support within our organization.

Key Responsibilities

Technical Leadership

• Serve as escalation point for complex residential and light commercial HVAC issues
• Support inverter, heat pump, dual-fuel, communicating, and high-efficiency systems through telephone, video and on-site visits.
• Assist with jobsite startups as necessary
• Perform root cause analysis on recurring field failures
• Interface directly with manufacturer technical teams

Contractor Training & Engagement

• Develop and deliver contractor training programs in both classroom and Johnstone’s live-fire training lab environments
• Create and execute quarterly training calendars
• Coordinate training events with vendor partners
• Lead product launch technical rollouts
• Support dealer onboarding
• Build credibility within the contractor community

Internal Development

• Mentor and manage supporting technical advisors
• Develop internal knowledge base and documentation
• Improve diagnostic process consistency
• Train inside sales teams on proper technical guidance and products supported through Johnstone

Strategic Impact

• Reduce unnecessary warranty claims
• Identify trends in field failures
• Collaborate with sales leadership on contractor growth strategies
• Be a technical asset in dealer acquisition

Qualifications

• 10–15+ years HVAC field service experience
• Strong refrigeration and electrical diagnostic expertise
• Deep knowledge of inverter and communicating systems
• Experience with light commercial systems preferred
• Prior experience as service manager, lead technician, or manufacturer rep strongly preferred
• Strong presentation and communication skills
• Strong interpersonal skills,
• NATE certification or equivalent preferred

Ideal Candidate Profile

You are:

• The person others call when they’re stuck
• Comfortable leading a classroom of contractors
• Confident explaining complex systems clearly
• Respected by technicians
• Ready to move from “doing” to leading and teaching

Compensation

• Competitive base salary
• Performance-based bonus structure
• Health benefits
• PTO
• Travel Allowance
• Professional development support

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off