Sr Technical Support Manager, Commercial HVAC

Lennox International•Richardson, TX

1d•$133,600 - $175,350

About The Position

The Senior Manager, Technical Support, will lead a team responsible for providing timely, accurate, and solutions-oriented technical guidance for Lennox Commercial HVAC business. This leader will help ensure customers receive consistent, high-quality support experience while building team capability, improving processes, and using data to identify opportunities for stronger service delivery. The Commercial HVAC Technical Support team is made up of Field Technical Consultants, Inside Technical Consultants, Applications Engineering and Product Services.

Requirements

Proven experience leading technical, customer support, service, product support, or field-facing teams.
Ability to coach, build team accountability, and create an environment where people feel empowered to solve problems.
Strong communication skills, including ability to translate technical needs to engineering, warranty, factory, customer service, and customers.
Demonstrated ability to collaborate across functions, influence without authority, and drive resolution on complex or escalated issues.
Comfort using data, metrics, customer feedback, and operational insights to improve team performance and service quality.
Ability to manage priorities in a fast-paced environment while maintaining urgency, accuracy, and sound judgment.
Bachelor’s degree in Engineering, Business, or a related field preferred
Typically requires 8+ years of related technical support, field service, engineering, product support, or commercial HVAC experience.
Typically requires 3+ years of people leadership experience, preferably leading technical or customer-facing teams.
Experience with customer issue resolution, process improvement, and cross-functional problem solving preferred.
Proficiency with Microsoft Office and experience using case management, CRM, ERP, or technical support systems preferred.

Responsibilities

Lead, coach, and develop a technical support team responsible for assisting customers, contractors, sales partners, and internal stakeholders.
Drive a customer-first support culture focused on responsiveness, accuracy, professionalism, and practical problem-solving.
Provide strategic guidance, coaching, and oversight to technical support and field services teams, establishing and managing key performance indicators (KPIs) to drive day-to-day operational performance, queue management, case quality, escalation resolution, service expectations, accountability, and continuous improvement aligned with business priorities.
Partner with Product Management, Engineering, Quality, Training, Warranty, Factory, and Sales to resolve complex product and application issues.
Champion continuous improvement efforts that simplify work, improve customer outcomes, and make Lennox easier to do business with.