Inside Technical Consultant

Lennox International•Richardson, TX

7d•Onsite

About The Position

Lennox is seeking a skilled HVAC professional to join their team as an Inside Technical Consultant. This role involves providing phone-based technical assistance to dealers, contractors, field technicians, and field sales personnel. The primary responsibilities include troubleshooting equipment issues, supporting installations, and guiding callers to the appropriate resolution. This position is ideal for individuals who enjoy solving technical problems, sharing HVAC knowledge, and supporting customers in a dynamic, team-oriented setting.

Requirements

High school diploma or equivalent experience required.
At least 2 years of related technical consulting experience.
Typically requires at least 5 years of experience in the installation and service of HVAC equipment.
Strong knowledge and experience in the installation and service of HVAC/R equipment.
Strong analytical and troubleshooting skills, including the ability to diagnose refrigeration circuits, components, controls, and wiring-related issues.
Excellent verbal and written communication skills with the ability to communicate technical information clearly to dealers, contractors, field technicians, and internal partners.
Strong customer service skills and the ability to handle and prioritize multiple technical requests.
Ability to work effectively in a phone-based technical support environment while documenting information accurately and simultaneously.
Team-oriented and goal-oriented, with the ability to identify improvement opportunities and contribute to process improvements.
Proficient in Microsoft Office Suite.

Nice To Haves

Experience with SAP preferred.
Experience with Salesforce, PIRL, AutoCAD, AHRI Match-up tools, thermostat emulators, or refrigerant piping design programs preferred.
Strong preference for experience with Lennox equipment.
Prior experience as a Service Technician, Installation Technician, Service Manager, or Inside Technical Consultant preferred.
Experience in related trades such as electrical, boiler, controls, or mechanical engineering preferred.

Responsibilities

Provide troubleshooting and installation assistance for HVAC equipment, including Residential HVAC equipment such as split systems, mini splits, gas furnaces, heat pumps, IAQ equipment, and communicating control systems.
Diagnose issues with refrigeration circuits, components, controls, wiring diagrams, manuals, and related system information to guide callers to the appropriate resolution.
Provide technical documentation to contractors, engineers, dealer-employed field technicians, and other personnel.
Guide callers to the appropriate field personnel when first-hand attention or field involvement is required.
Document call information in the call-tracking database while assisting callers, including unit model, serial number, part information, voltage readings, and other relevant technical details when additional follow-up is required.
Troubleshoot potential issues that may arise from non-HVAC equipment and redirect callers to the appropriate resource when needed.
Develop and contribute to knowledge base articles for employee reference, including information on escalated or uncommon equipment-specific issues and solutions for Lennox-specific products.
Provide internal support to Field Technical Consultants, Warranty, Customer Service, and other cross-functional partners as needed.
Identify and help implement process improvements to improve technical support effectiveness, documentation, and caller experience.