HVAC Technical Support Lead

Lennox International; Richardson (TX); On-site; USD 91,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Short-term disability

Job summary

Lennox is seeking a supervisory leader for a team of technical consultants who deliver complex technical assistance to dealers, contractors and field sales personnel. The role requires hands-on management of escalated calls, directing and evaluating the consultants’ work, and improving support processes.

The ideal candidate has at least 5 years of HVAC/R technical experience, strong communication and customer service skills, and proficiency in Microsoft Office; SAP experience is preferred.

Qualifications

• High school diploma or equivalent required.
• At least 5 years of related technical consulting experience.
• Typically requires at least 5 years of experience installing and servicing HVAC/R equipment.
• Advanced knowledge and experience in the installation and service of HVAC/R equipment.
• Excellent verbal and written communication skills.
• Excellent customer service skills, analytical ability, and troubleshooting skills.
• Ability to handle and prioritize multiple technical requests.
• Proficient in Microsoft Office Suite.
• Experience with SAP preferred.
• Capacity to serve as a Subject Matter Expert for the Technical Services Department.
• Strong presentation skills.
• Able to lead subordinates in order to meet schedules and resolve technical problems.

Responsibilities

• Lead, evaluate and develop a team of technical consultants.
• Create and manage escalation procedures and ensure service levels are maintained.
• Define, measure, and analyze key metrics to assess the effectiveness of the overall support infrastructure.
• Identify and implement process improvements.

Skills

Team leadership

Technical consulting

Communication skills

Customer service

Multitasking

Microsoft Office

Presentations

Education

High school diploma or equivalent

Tools

SAP

CRM software

Job description

Lennox is seeking a supervisory leader for a team of technical consultants who deliver complex technical assistance to dealers, contractors and field sales personnel. The role requires hands-on management of escalated calls, directing and evaluating the consultants’ work, and improving support processes.

The ideal candidate has at least 5 years of HVAC/R technical experience, strong communication and customer service skills, and proficiency in Microsoft Office; SAP experience is preferred.