Product Services Coordinator

Lennox International•Richardson, TX

22d•Onsite

About The Position

This Product Services Coordinator supports the New Product Development teams responsible for ensuring Residential Packaged Units and MagicPak Multi-Family Units are serviceable, reliable, and safe. This includes not only the hardware, but ancillary products such as training and literature integrity. This person is also responsible for the development, implementation, and administration of field programs for any Lennox and Allied products.

Requirements

High school diploma or GED required.
Requires at least 5 years of relevant HVAC experience.
Advanced knowledge and experience in the installation, service, and application of residential HVAC equipment.
Advanced knowledge and experience in Residential Packaged Units and MagicPak Multi-Family Unit systems.
Excellent verbal and written communication skills.
Strong analytical and troubleshooting skills.
Ability to handle and prioritize multiple tasks at once.
Maintain a positive and professional image at all times while assisting customers promptly and conducting all business in a friendly, courteous and knowledgeable manner.
Demonstrated ability to advocate, organize, problem-solve and provide root-cause results.
Strong understanding of Microsoft Excel, PowerPoint and Word.

Nice To Haves

Associates degree in air conditioning or bachelor’s degree in engineering preferred.
SAP knowledge a plus.

Responsibilities

Under general direction, liaises with field technical service, engineering, product managers, and manufacturing to resolve product quality, reoccurring failure or reliability concerns and drives continuous improvement.
Provides troubleshooting and installation expertise of Residential Packaged Units and MagicPak Multi-Family Units.
Diagnose issues with Residential Packaged Units and MagicPak Multi-Family Unit components, and refrigeration circuit to guide Lennox and Allied groups to the appropriate resolution.
Assist in the development of technical documentation as well as assist technical literature and engineering to provide training materials, updated installation, operation and maintenance instructions, service & application notes, and proof-read new documents as needed.
Provide product application and troubleshooting training to the Inside Technical Consultants and Field Technical Consultants.
Present product related training, information and updates at Sales and Field Technical Consultant meetings.
Make sure the Bill of Material for each product is up to date and work with Supply Chain to ensure repair parts are available at product launch, after launch, and through the product obligation period.
Attend meetings including but not limited to DP, MRT, sales, FTC, safety audits, service reviews, and product audits.
May be required to travel for and participate in LennoxLive dealer meetings, tradeshows, manufacturing audits, marketing events as well as Lennox and Allied sales meetings.
Work with product sales, product management, engineering, manufacturing, and the vendor to drive product improvements.
Analyze warranty data and field reports to identify opportunities to improve the product quality and reliability of the Residential Packaged Units and MagicPak Multi-Family Units.
If a field product issue arises and requires a Field Program, work with the Manager of Product Technical Support to assist with implementing the appropriate program.