Field Technical Support Manager

Lennox International; Richardson (TX); On-site; USD 95,000 - 125,000; Full time

Job summary

Lennox International seeks a Manager of Field Technical Support to lead a dispersed team delivering technical field services across the US and Canada. You will oversee escalations, ensure SLA performance, and partner with field support and sales to resolve complex customer needs.

The role requires 5+ years in technical consulting and HVAC/R servicing, with strong communication and analytical skills. You will report to the Technical Services Department, driving process improvements and

Qualifications

• 5+ years of related technical consulting experience.
• At least 5 years installing and servicing HVAC/R equipment.
• Excellent verbal, written, and presentation skills.

Responsibilities

• Lead, coach, and develop a team of technical consultants.
• Own escalation procedures and service-level performance.
• Collaborate with field support and sales partners to address key customer needs.
• Define, track, and analyze metrics to improve team effectiveness.
• Lead process improvements to simplify workflows and enhance customer/employee experience.

Skills

People leadership

HVAC/R field experience

Communication skills

Analytical and troubleshooting

Prioritization

MS Office

SAP experience

Education

Bachelor’s degree (preferred)

Tools

SAP

Job description

What Drives Success

• Lead, coach, and develop a team of technical consultants, creating an environment where people can grow and deliver exceptional support.
• Own escalation procedures and service-level performance to ensure timely, effective resolution of complex customer needs.
• Work to identify and address key customer needs through field support and sales partnerships.
• Define, track, and analyze key metrics to strengthen the effectiveness and performance of the field technical support team.
• Lead process improvement initiatives that simplify workflows, increase efficiency, and elevate the customer and employee experience.

What We Are Looking For

• Previous people leadership experience of a field team is preferred, with a demonstrated ability to coach teams, manage priorities, and resolve complex technical challenges.
• At least five years of related technical consulting experience.
• At least five years of hands-on experience installing and servicing HVAC/R equipment, supported by advanced technical knowledge.
• Excellent verbal, written, and presentation skills, with the ability to communicate technical information clearly to a variety of audiences.
• A customer-first mindset and strong analytical, troubleshooting, and problem-solving skills.
• The ability to prioritize and manage multiple technical requests in a fast-paced environment.
• The credibility and technical expertise to serve as a subject matter expert for the Technical Services Department.
• Proficiency in Microsoft Office Suite; SAP experience is preferred.
• A bachelor’s degree is preferred.

Who We Are

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

The Manager of Field Technical Support will oversee a team of highly skilled technical experts that directly support our customers through technical issues, installations, and training for our commercial product lines. They will also assist in scheduling and managing the commissioning process for our VRF product lines through their team.

The team is dispersed throughout the US and Canada.