Field Technical Support Manager

Lennox International • Richardson, TX

3d • Remote

About The Position

The Manager of Field Technical Support will oversee a team of highly skilled technical experts that directly support our customers through technical issues, installations, and training for our commercial product lines. They will also assist in scheduling and managing the commissioning process for our VRF product lines through their team. The team is dispersed throughout the US and Canada.

Requirements

• At least five years of related technical consulting experience.
• At least five years of hands-on experience installing and servicing HVAC/R equipment, supported by advanced technical knowledge.
• Excellent verbal, written, and presentation skills, with the ability to communicate technical information clearly to a variety of audiences.
• A customer-first mindset and strong analytical, troubleshooting, and problem-solving skills.
• The ability to prioritize and manage multiple technical requests in a fast-paced environment.
• The credibility and technical expertise to serve as a subject matter expert for the Technical Services Department.
• Proficiency in Microsoft Office Suite.

Nice To Haves

• Previous people leadership experience of a field team is preferred, with a demonstrated ability to coach teams, manage priorities, and resolve complex technical challenges.
• SAP experience is preferred.
• A bachelor’s degree is preferred.

Responsibilities

• Lead, coach, and develop a team of technical consultants, creating an environment where people can grow and deliver exceptional support.
• Own escalation procedures and service-level performance to ensure timely, effective resolution of complex customer needs.
• Work to identify and address key customer needs through field support and sales partnerships.
• Define, track, and analyze key metrics to strengthen the effectiveness and performance of the field technical support team.
• Lead process improvement initiatives that simplify workflows, increase efficiency, and elevate the customer and employee experience.
• Assist in scheduling and managing the commissioning process for our VRF product lines through their team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager