Customer Experience & Tech Service Leader

Lennox; Richardson (TX); On-site; USD 97,000 - 127,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Tuition reimbursement

8 weeks paid birthing leave

2 weeks paid bonding leave

Life and long-term disability

Job summary

Lennox seeks a Customer Support Manager to lead the Customer Service and Technical Service teams, shaping service policies and performance standards across orders, accounts, warranties, returns, and technical inquiries. The role collaborates cross-functionally to resolve escalations and drive continuous service improvements for a superior customer experience.

Responsibilities include coaching staff, implementing policies, and preparing metrics-driven reports for senior management.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field; a master’s degree is preferred.
• Five or more years of customer service experience, including at least two years in a supervisory or people-leadership role.
• Demonstrated ability to lead, coach, and develop customer-facing teams and manage performance against service goals.
• Excellent verbal and written communication, interpersonal, customer-resolution, and cross-functional collaboration skills.
• Ability to analyze service data and operational metrics, identify trends, and use insights to guide decisions and process improvements.
• Proficiency with customer service, order-management, CRM, or related business systems and reporting tools.
• Strong problem-solving, organizational, prioritization, and attention-to-detail skills.
• Experience in the HVAC industry or another technical product environment is preferred.
• Customer service management certification or related professional credential is preferred.
• Track record of implementing customer service strategies, standards, or process improvements is preferred.

Responsibilities

• Lead, coach, and develop Customer Service and Technical Service Representatives; set expectations, monitor performance, and ensure achievement of service goals.
• Develop, implement, and continuously improve customer and technical service policies, procedures, standards, and workflows.
• Oversee customer correspondence and inquiries, order entry and account maintenance, order status and changes, quotations, delivery, pricing and terms communications, customer follow-up, return authorizations, discrepancy research, and account credits.
• Oversee responses to equipment-performance, installation, operation, and other technical inquiries, including warranty claims, product returns, and the escalation of complex engineering, technical, or application issues.
• Resolve escalated customer and contractor concerns promptly and professionally, balancing customer needs with company policies and business requirements.
• Monitor service levels, customer feedback, operational metrics, warranty activity, returns, and Defective Product ID reports to identify trends, communicate product deficiencies, and recommend corrective actions.
• Partner with Sales, Operations, Engineering, Quality, Production, and other functions to resolve issues and provide a seamless customer experience.
• Maintain accurate, organized customer and service records and ensure consistent use of customer service systems and tools.
• Prepare and present reports on service performance, customer trends, recurring issues, and improvement initiatives to senior management.
• Stay current on industry practices and customer support technologies and apply relevant improvements to team capabilities and service delivery.

Skills

People leadership

Customer service management

Data analysis

CRM systems

Cross-functional collaboration

Communication

Process improvement

Problem solving

Attention to detail

Education

Bachelor’s degree in Business Administration/Management or related field

Master’s degree preferred

Customer service management certification (preferred)

Tools

CRM systems

Order-management systems

Reporting tools

Job description

Lennox seeks a Customer Support Manager to lead the Customer Service and Technical Service teams, shaping service policies and performance standards across orders, accounts, warranties, returns, and technical inquiries. The role collaborates cross-functionally to resolve escalations and drive continuous service improvements for a superior customer experience.

Responsibilities include coaching staff, implementing policies, and preparing metrics-driven reports for senior management.