Sr. Field Support Engineer

Lennox International • Stone Mountain, GA

1d • $94,000 - $123,900 • Hybrid

About The Position

Heatcraft Refrigeration Products is seeking a Sr. Field Support Engineer to provide technical support for commercial and industrial refrigeration solutions. This role involves troubleshooting, commissioning, and supporting refrigeration systems in various customer environments, including food retail, food processing, cold storage, and industrial applications. The engineer will work with single systems, rack systems, and newer technologies involving A1, A2L, or A3 refrigerants. Responsibilities include remote support, diagnostics, documentation, and clear communication with customers, contractors, and internal teams. The position requires a strong understanding of refrigeration fundamentals, analytical skills, and a customer-focused approach.

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 (Technical Support, Engineering, Sales, Product Services) to align priorities, clarify scope, and ensure necessary resources are in place for field visits.
• Traveling to customer sites (distribution centers, food processing facilities, commercial installations) to support start-ups, commissioning, or complex troubleshooting.
• Assessing systems holistically, differentiating installation issues from equipment issues using refrigeration fundamentals.
• Working on single systems, rack systems, or newer technologies involving A1, A2L, or A3 refrigerants.
• Supporting the field remotely by guiding contractors through diagnostics, reviewing photos or trend logs, and interpreting control data.
• Documenting findings, root causes, corrective actions, and recommendations clearly and accurately.
• Balancing multiple requests, prioritizing based on impact, safety, and urgency.
• Communicating clearly, managing expectations, and representing Heatcraft professionally.
• Collaborating with engineers back at the office.

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
• 10-11 paid holidays
• 3 floating holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed