Sr. Field Support Engineer

Lennox International•Stone Mountain, GA

4d•Hybrid

About The Position

Heatcraft Refrigeration Products is a leading manufacturer of commercial and industrial refrigeration solutions. We design and build equipment that performs in demanding, real-world environments. Heatcraft is a subsidiary of Lennox (LII), a global leader in climate control solutions. Our teams work closely with customers, contractors, and engineers to deliver solutions that support energy efficiency, environmental responsibility, and long-term system performance. We are committed to advancing refrigeration technologies, including emerging refrigerants and system architectures, while maintaining a strong focus on safety, quality, and field support. We are supported by the global reach and resources of Lennox International, while maintaining a culture that values hands-on expertise, accountability, and collaboration. Our people take pride in building and supporting equipment that keeps food safe, businesses running, and critical systems operating every day.

Requirements

Strong working knowledge of commercial refrigeration systems, including single systems and rack systems used in food retail, industrial, and commercial applications.
Hands-on experience with refrigerants, including A1, A2L, and A3, with a clear understanding of safety practices, handling, and regulatory requirements.
EPA Section 608 Universal Certification, or the ability to obtain certification within 90 days of employment.
Proven troubleshooting and analytical skills, with the ability to diagnose mechanical, electrical, and control-related issues in real-world field conditions.
Ability to provide effective technical assistance in a fast-paced environment, often supporting multiple stakeholders simultaneously.
Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to customers, contractors, and internal teams.
Strong customer service mindset, representing Heatcraft professionally while building trust and confidence with customers.
Ability to manage multiple priorities, balance travel and remote support, and adapt to changing field conditions.
Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook) for documentation, reporting, and presentations.
Valid driver’s license and a driving record acceptable under company policy.
Ability to travel and fly commercially as required to support customer sites and projects.

Nice To Haves

Familiarity with Wi-Fi and wireless communication fundamentals, particularly as they relate to modern refrigeration controls, monitoring systems, and remote connectivity.
Experience with refrigeration control systems, sensors, and basic networking concepts (IP addressing, gateways, data logging, etc.).
SAP experience or exposure to ERP systems used for service documentation, parts tracking, or case management.
Comfort presenting technical information to customers, contractors, or internal teams in both formal and informal settings.
Previous field service, start-up, commissioning, or technical support experience with OEM refrigeration equipment.
Exposure to CO₂, advanced controls, or emerging refrigeration technologies is a plus.

Responsibilities

Reviewing open cases, field requests, or scheduled site visits.
Coordinating with internal teams like Technical Support, Engineering, Sales, or Product Services to align priorities, clarify scope, or ensure the right parts, documentation, and information are in place.
Traveling to customer sites to support start-ups, commissioning, or complex troubleshooting.
Supporting the field remotely by walking contractors through diagnostics, reviewing photos or trend logs, or helping interpret control data.
Documenting findings, root causes, corrective actions, and recommendations.
Balancing multiple requests, prioritizing based on impact, safety, and urgency.
Communicating clearly, managing expectations, and representing Heatcraft professionally.