Lead Field Support Engineer

Lennox International

3d•$104,000 - $136,500•Remote

About The Position

As a Lead Field Support Engineer, your day starts with perspective and prioritization. You are focused on higher-impact, higher-complexity work. You review escalated cases, critical start-ups, repeat issues, and field challenges that require advanced technical judgment. You help determine where Heatcraft’s resources are best applied and when additional investigation or alignment is needed before action is taken.You regularly support and mentor other Field Support Engineers, providing guidance on troubleshooting approaches, system evaluation, documentation, and customer communication. Sometimes that means helping an engineer think through a problem remotely; other times it means stepping in directly when experience and authority are required. Some days you are in the field supporting complex systems, large projects, or emerging technologies. On site, you are often the senior technical voice — working directly with contractors, customers, and internal stakeholders to assess system performance, identify root cause, and guide resolution. Your presence helps bring clarity, confidence, and structure to challenging situations. Other days are spent supporting remotely at an advanced level. You may review wiring diagrams, photos, controller data, trend logs, or commissioning documentation. You help distinguish between equipment issues, application challenges, and installation-related concerns, ensuring the correct path forward is clearly defined and communicated. Documentation and communication are critical parts of your role. You provide clear, thorough technical summaries that support Engineering, Quality, Warranty, and Product teams. Your feedback helps identify trends, improve designs, refine procedures, and prevent repeat issues in the field. Throughout the day, you balance technical problem-solving with leadership by example. You communicate professionally, manage expectations, and represent Heatcraft with credibility and consistency — whether working directly with a customer or supporting the broader field team.

Requirements

A bachelor's degree in engineering (preferred) or an equivalent combination of education and experience.
At least 8 years of relevant HVAC/R experience
Advanced, hands-on expertise in commercial and industrial refrigeration systems, including single systems, rack systems, and engineered solutions.
Demonstrated technical proficiency with CO₂ refrigeration systems, including: Transcritical and subcritical operation Booster and parallel compression architectures Gas coolers, pressure control strategies, and heat reclaim concepts System start-up, commissioning, and stabilization
Strong working knowledge of refrigeration controls, sensors, and system integration, including field-level diagnostics of control logic, inputs/outputs, and communication faults.
Competency with A1, A2L, and A3 refrigerants, including safety practices, regulatory considerations, and real-world field application.
EPA Section 608 Universal Certification (Universal).
Proven ability to lead and manage complex field activities, including: Coordinating and overseeing advanced site visits or remote support efforts Supporting start-ups, commissioning, and troubleshooting from both onsite and remote locations Acting as the primary technical point of contact for advanced or escalated issues
Ability to guide and mentor other Field Support Engineers, sharing best practices, troubleshooting methodologies, and lessons learned from the field.
Strong analytical and systems-level thinking, capable of diagnosing issues that span mechanical, electrical, controls, and installation factors.
Demonstrated judgment in determining when additional escalation, engineering involvement, or corrective action is required.
Exceptional verbal and written communication skills, with the ability to: Clearly articulate complex technical issues to customers, contractors, and internal stakeholders Provide structured technical documentation, field reports, and recommendations
Confident, professional presence when interacting with customers, engineering teams, contractors, and leadership.
Ability to deliver clear technical briefings, debriefs, or presentations when required.

Nice To Haves

Experience supporting large-scale, mission-critical refrigeration installations, such as data centers, industrial processing facilities, or high-density cooling applications.
Familiarity with remote monitoring, system data trending, and advanced diagnostics, including interpreting performance data to identify risk, instability, or optimization opportunities.
Working knowledge of networked controls and communication protocols, including basic IP networking concepts.
Prior experience in a lead, senior, or escalation role within a field service, commissioning, or technical support organization.
Exposure to Factory Acceptance Testing (FAT), Site Acceptance Testing (SAT), or tiered commissioning processes.

Responsibilities

Review escalated cases, critical start-ups, repeat issues, and field challenges that require advanced technical judgment.
Determine where Heatcraft’s resources are best applied and when additional investigation or alignment is needed before action is taken.
Support and mentor other Field Support Engineers, providing guidance on troubleshooting approaches, system evaluation, documentation, and customer communication.
Work directly with contractors, customers, and internal stakeholders to assess system performance, identify root cause, and guide resolution.
Review wiring diagrams, photos, controller data, trend logs, or commissioning documentation.
Distinguish between equipment issues, application challenges, and installation-related concerns, ensuring the correct path forward is clearly defined and communicated.
Provide clear, thorough technical summaries that support Engineering, Quality, Warranty, and Product teams.
Provide feedback to help identify trends, improve designs, refine procedures, and prevent repeat issues in the field.
Communicate professionally, manage expectations, and represent Heatcraft with credibility and consistency.