Sr Technical Support Manager, Commercial HVAC
About The Position
The Senior Manager, Technical Support, leads the Commercial HVAC technical support team, which includes Field Technical Consultants, Inside Technical Consultants, Applications Engineering, and Product Services. The team provides timely, accurate, solutions-oriented technical guidance to customers, contractors, sales partners, and internal stakeholders. The manager builds team capability and ensures a consistent, high-quality customer support experience. This role leads, coaches, and develops technical support and field services teams; establishes and manages key performance indicators (KPIs); and oversees operational performance, queue management, case quality, escalations, service expectations, accountability, and continuous improvement. The manager partners with Product Management, Engineering, Quality, Training, Warranty, Factory, and Sales to resolve complex product and application issues, and uses data and customer feedback to improve service delivery. The role champions changes that simplify work, improve customer outcomes, and make Lennox easier to do business with.
Requirements
- Proven experience leading technical, customer support, service, product support, or field-facing teams.
- Ability to coach, build team accountability, and empower people to solve problems.
- Strong communication skills, including the ability to translate technical needs for engineering, warranty, factory, customer service, and customers.
- Ability to collaborate across functions, influence without authority, and drive resolution of complex or escalated issues.
- Ability to manage priorities in a fast-paced environment while maintaining urgency, accuracy, and sound judgment.
- 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.
- Proficiency with Microsoft Office.
Nice To Haves
- Bachelor’s degree in Engineering, Business, or a related field preferred.
- People leadership experience preferably leading technical or customer-facing teams.
- Experience with customer issue resolution, process improvement, and cross-functional problem solving preferred.
- Experience using case management, CRM, ERP, or technical support systems preferred.
Responsibilities
- Lead, coach, and develop technical support and field services teams.
- Promote a customer-first culture focused on responsiveness, accuracy, professionalism, and practical problem-solving.
- Provide strategic guidance and oversight to the technical support and field services teams.
- Establish and manage KPIs to drive operational performance, queue management, case quality, escalation resolution, service expectations, accountability, and continuous improvement.
- Partner with Product Management, Engineering, Quality, Training, Warranty, Factory, and Sales to resolve complex product and application issues.
- Use data, metrics, customer feedback, and operational insights to improve team performance and service quality.
- Champion continuous improvement efforts that simplify work and improve customer outcomes.
Benefits
- Annual bonus in accordance with the terms of the Company’s applicable plan.
- 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.
- Up to 12 days paid time off, depending on date of hire and eligibility.
- Up to 2 paid well-being days, depending on date of hire and eligibility.
- Up to 1 paid volunteer day, depending on date of hire and eligibility.
- Up to 12 paid holidays, depending on date of hire and eligibility.
- Up to 3 floating holidays per year, depending on date of hire and eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
