Manager, Technical & Consumer Support (HVAC)
About The Position
Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us. Directs and manages Consumer and Technical Support teams that are responsible for providing pre‑sales and post‑sales support for Residential Lennox products. Oversees consumer inquiry handling as well as technical support activities, including commissioning and installation support, testing, maintenance guidance, warranty interpretation, and advanced troubleshooting. Ensures accurate call documentation, escalation management, and appropriate routing to authorized dealers or field resources to deliver an exceptional customer experience. Recommends and implements business tools, systems, and process improvements to enhance operational efficiency and customer satisfaction. Manages staffing, workload planning, and department budget. Develops employees’ professional, technical, and leadership skills through coaching and performance management. Interfaces with internal stakeholders, external customers, dealers, and sales personnel.
Requirements
- Requires a bachelor’s degree or an equivalent combination of education and experience.
- Requires at least 8 years of related experience, including leadership of customer service and/or technical support teams in HVAC, residential equipment, or a comparable technical services environment.
- Requires strong leadership, management, and high level HVAC technical skills.
- Demonstrates thorough knowledge of principles and processes for providing high‑quality customer service, including customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
- Must possess excellent written and verbal communication skills, strong problem‑solving capabilities, and the ability to lead cross-functional collaboration.
Responsibilities
- Directs and manages Consumer and Technical Support teams that are responsible for providing pre‑sales and post‑sales support for Residential Lennox products.
- Oversees consumer inquiry handling as well as technical support activities, including commissioning and installation support, testing, maintenance guidance, warranty interpretation, and advanced troubleshooting.
- Ensures accurate call documentation, escalation management, and appropriate routing to authorized dealers or field resources to deliver an exceptional customer experience.
- Recommends and implements business tools, systems, and process improvements to enhance operational efficiency and customer satisfaction.
- Manages staffing, workload planning, and department budget.
- Develops employees’ professional, technical, and leadership skills through coaching and performance management.
- Interfaces with internal stakeholders, external customers, dealers, and sales personnel.
Benefits
- tuition reimbursement
- medical, dental, and vision insurance
- prescription drug coverage
- 401(k) retirement plan
- short-term disability insurance
- 8 weeks paid birthing leave
- 2 weeks paid bonding leave
- life and long-term disability insurance
- 12 days paid time off
- 2 paid well-being days
- 1 paid volunteer day
- 12 paid holidays
- 3 floating holidays per year
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
