Customer Support & Tech Service Lead

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

Benefits offered by this job

Tuition reimbursement

Medical, dental, and vision insurance

Prescription drug coverage

401(k) retirement plan

Short-term disability

8 weeks paid birthing leave

2 weeks paid bonding leave

Life and long-term disabilityinsurance

12 days paid time off

2 paid well-being days

1 paid volunteer day

12 paid holidays

3 floating holidays per year

Job summary

Lennox in Richardson, TX is seeking a Customer Support Manager to lead the Customer Service and Technical Service teams, delivering responsive, accurate support across the customer experience. The role oversees orders, warranties, and technical inquiries, resolves escalations, and drives continuous improvement with cross-functional partners.

Strong leadership, data-driven decision making, and HVAC industry familiarity are valued.

Qualifications

• Bachelor’s degree in Business Administration, Management, or 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.
• 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

Customer service leadership

Supervisory experience

Communication skills

Data analysis

CRM proficiency

Education

Bachelor’s degree in Business Administration or Management

Master’s degree preferred

Tools

CRM systems

Job description

Lennox in Richardson, TX is seeking a Customer Support Manager to lead the Customer Service and Technical Service teams, delivering responsive, accurate support across the customer experience. The role oversees orders, warranties, and technical inquiries, resolves escalations, and drives continuous improvement with cross-functional partners.

Strong leadership, data-driven decision making, and HVAC industry familiarity are valued.