From warehouse employee to president, Josh Marklowitz reflects on leading a Rocky Mountain manufacturers’ representative agency through rapid industry change while keeping relationships, technical expertise and customer service at the center of its success.

Based in the Rocky Mountain region, MJM Associates, Inc. traces its roots back to the early 1970s. In 1986, Cam Marklowitz and Kyle Jenson purchased Olin Sales, combining Olin’s plumbing expertise with their HVAC experience. In 1993, they merged with McQueen Sales to form what is now MJM Associates, Inc.

Josh Marklowitz, son of co-founder Cam Marklowitz, began working for the agency in 1996 in the consignment warehouse. From there, he moved through inside sales, technical support, and outside sales before becoming president in 2024. Josh jokes that he started in the business in diapers and may very well leave it the same way.

Today, MJM is based in Denver, with 15 employees and a warehouse operation supporting customers across the region. Historically more HVAC-focused, the agency now represents a strong mix of both plumbing and HVAC principals. We wanted to hear more about the company – which led to an engaging conversation. 

Jessica Kolaitis: What have been some of the biggest changes you have seen since you’ve taken over as president of the company? 

Josh Marklowitz: The biggest change is speed. Every generation has probably said that, but it keeps proving true. Years ago, the pace of business was limited by mail. When I started, fax machines were the big thing. Now it is email, text, online portals, tracking systems, and AI entering the conversation.

Customer expectations have changed along with that. People want answers faster, lead times faster, acknowledgments faster, and solutions faster. That’s not a bad thing, but it does mean we have to be organized and responsive.

That said, I still believe there is no replacement for picking up the phone and talking to someone. Technology helps move information, but relationships still move the business.

Jon Thomas: Speaking of technology, have you seen any of your manufacturers or customers using technology in new ways, stepping into the future?

Josh Marklowitz: We are seeing more of it on the customer side than the manufacturer side right now. Some distributors are using software to speed up order entry, provide faster acknowledgments, and improve delivery tracking. That has real value when it works well.

On the manufacturer side, we are still at the point where a solid website, accurate product data, and live lead times are a big win. That may not sound flashy, but in our world, reliable information is what keeps jobs moving.

I do not see technology replacing people in this business. I see it helping move repetitive tasks off someone’s plate so they can spend more time solving problems, supporting customers, and doing the work that actually requires experience.

Jon Thomas: Do you have any examples of things you have brought back from an AIM/R conference and implemented at your firm?

Josh Marklowitz: The Rep Roundtables have been among the most valuable parts of AIM/R for me. You get put in a room with other reps who are not your competitors, and everyone can speak openly about what is working, what is not, and what they have learned the hard way.

I have taken away useful ideas on succession planning, employee compensation structures, and general agency operations. We have made some changes at MJM based on those conversations.

We have also taken advantage of professional resources connected through AIM/R. For example, we connected with Dan Beederman and SFBBG, and they have since helped us review contracts and work through our shareholder agreement. That relationship has been very valuable.

Jessica Kolaitis: What do you feel sets your agency apart?

Josh Marklowitz: We are a technical agency, and we take that seriously. A big part of what we do is training, but not just product-pitch training. We focus on practical, technical education that helps contractors, wholesalers, and engineers do their jobs better.

We offer nationally accredited training through organizations such as NATE and the Colorado Department of Regulatory Agencies (DORA) regulated classes, as well as Professional Development Hour (PDH) classes for engineers. In our market, elevation matters. The Rocky Mountain region presents application challenges that do not always manifest the same way in other parts of the country.

We spend a lot of time helping people understand how altitude affects equipment selection, performance, installation, and troubleshooting. In some cases, we have even helped manufacturers better understand how their own equipment performs at elevation.

That is where a rep agency can bring real value. We are not just handing out literature. We are helping connect the product to the actual job site conditions.

Jon Thomas: You’ve been at your firm for 30 years, what do you see coming over the horizon over the next five to 10 years?

Josh Marklowitz: I believe there will absolutely be a place for the professional rep, but we must keep earning that place. The agencies that survive will be those that deliver real value to manufacturers, distributors, contractors, and engineers.

For us, that means staying focused on technical support, troubleshooting, warranty help, training, and strong relationships throughout the channel. We are not trying to be a retail catalog. We work with professional tradespeople and manufacturers who need support beyond a part number and a price.

A good rep agency touches the whole vertical. We work with manufacturers, wholesalers, contractors, engineers, and sometimes the end user. When that is done well, we help all sides communicate better and make better decisions.

The role may continue to change, but the need for knowledgeable people in the middle has not gone away.

Jon Thomas: What do you do to attract talent to your firm?

Josh Marklowitz: We have been fortunate. A lot of our hiring has come through relationships, word of mouth, and people already connected to the industry.

We like bringing people in through the warehouse or inside sales when we can. It gives them time to learn the lines, understand our customers, and get comfortable with how the business works before moving into other roles. You can build a lot of trust with customers over the phone and through email just by being helpful and following through.

We also ask around. Our employees, customers, and industry contacts often know someone who may be a good fit. Sometimes it is a son, daughter, friend, or someone looking for a way into the trade.

Right now, we have a good mix of experienced people and younger employees. That balance is important. We want the company to keep growing and serving the market long after the long-term employees have moved on.

Jessica Kolaitis: What are you proudest of?

Josh Marklowitz: We have experienced a lot of vendor consolidation over the last year and a half and I have to say, I am proud of our employees for sticking together, helping when we were shorthanded or when we were shifting focus from one product to another. They have always been willing to step up and put our customers first. Our business is our customers and our relationships, and our employees are what keep our company going. 

Jessica Kolaitis, CPMR, is with Tim Morales & Associates, and Jon Thomas, CPMR, is with N.H. Yates Company. Both serve on the AIM/R Board of Directors.