Inside Technical Consultant

RiseMe; Richardson (TX); On-site; USD 66,000 - 86,000; Full time

Benefits offered by this job

Tuition reimbursement

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Short-term disability

Birthing leave

Paid holidays

Paid time off

Job summary

Lennox is seeking an Inside Technical Consultant in Richardson, TX to provide phone-based technical assistance to dealers, contractors, and field staff. This role troubleshoots HVAC equipment, guides installations, and documents detailed call information, all while collaborating with cross-functional teams.

The ideal candidate has 5+ years in HVAC installation/service, strong analytical and communication skills, and proficiency with Microsoft Office.

Qualifications

• High school diploma or equivalent.
• 2+ years in related technical consulting.
• Typically 5+ years in HVAC equipment installation and service.
• Strong troubleshooting and analytical skills for HVAC/R systems.
• Excellent verbal and written communication with dealers, contractors, and internal partners.
• Strong customer service and ability to handle multiple technical requests.
• Able to work in a phone-based support environment while documenting information.
• Proficient in Microsoft Office Suite.

Responsibilities

• Provide troubleshooting and installation assistance for HVAC equipment (Residential split systems, mini splits, furnaces, heat pumps, IAQ, and controls).
• Diagnose refrigeration circuits, components, controls, wiring diagrams, and manuals to guide callers to resolution.
• Provide technical documentation to contractors, engineers, and field technicians.
• Route callers to appropriate field personnel when hands-on support is needed.
• Document call information in the tracking system and collect unit model/serial/parts data.
• Identify non-HVAC issues and direct callers to relevant resources.
• Develop knowledge base articles for internal reference and issue resolution.
• Support Field Technical Consultants and cross-functional teams as needed.

Skills

Analytical troubleshooting

Excellent communication

Customer service

Team collaboration

Problem solving

Education

High school diploma

Tools

SAP

Salesforce

AutoCAD

AHRI Match-up tools

Job description

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.

What Drives Success

We are looking for a skilled HVAC professional to join our team as an Inside Technical Consultant. In this role, you will provide phone-based technical assistance to dealers, contractors, field technicians, and field sales personnel to help troubleshoot equipment issues, support installations, and guide callers to the appropriate resolution. This is a great opportunity for someone who enjoys solving technical problems, sharing practical HVAC knowledge, and supporting customers in a fast-paced, team-oriented environment.

Key Responsibilities:

• Provide troubleshooting and installation assistance for HVAC equipment, including Residential HVAC equipment such as split systems, mini splits, gas furnaces, heat pumps, IAQ equipment, and communicating control systems.
• Diagnose issues with refrigeration circuits, components, controls, wiring diagrams, manuals, and related system information to guide callers to the appropriate resolution.
• Provide technical documentation to contractors, engineers, dealer-employed field technicians, and other personnel.
• Guide callers to the appropriate field personnel when first‑hand attention or field involvement is required.
• Document call information in the call‑tracking database while assisting callers, including unit model, serial number, part information, voltage readings, and other relevant technical details when additional follow‑up is required.
• Troubleshoot potential issues that may arise from non‑HVAC equipment and redirect callers to the appropriate resource when needed.
• Develop and contribute to knowledge base articles for employee reference, including information on escalated or uncommon equipment‑specific issues and solutions for Lennox‑specific products.
• Provide internal support to Field Technical Consultants, Warranty, Customer Service, and other cross‑functional partners as needed.
• Identify and help implement process improvements to improve technical support effectiveness, documentation, and caller experience.

What We Are Looking For

Requirements:

• High school diploma or equivalent experience required.
• At least 2 years of related technical consulting experience.
• Typically requires at least 5 years of experience in the installation and service of HVAC equipment.
• Strong knowledge and experience in the installation and service of HVAC/R equipment.
• Strong analytical and troubleshooting skills, including the ability to diagnose refrigeration circuits, components, controls, and wiring‑related issues.
• Excellent verbal and written communication skills with the ability to communicate technical information clearly to dealers, contractors, field technicians, and internal partners.
• Strong customer service skills and the ability to handle and prioritize multiple technical requests.
• Ability to work effectively in a phone‑based technical support environment while documenting information accurately and simultaneously.
• Team‑oriented and goal‑oriented, with the ability to identify improvement opportunities and contribute to process improvements.
• Proficient in Microsoft Office Suite.

Preferred Qualifications:

• Experience with SAP preferred.
• Experience with Salesforce, PIRL, AutoCAD, AHRI Match‑up tools, thermostat emulators, or refrigerant piping design programs preferred.
• Strong preference for experience with Lennox equipment.
• Prior experience as a Service Technician, Installation Technician, Service Manager, or Inside Technical Consultant preferred.
• Experience in related trades such as electrical, boiler, controls, or mechanical engineering preferred.

Compensation: This is a salaried non‑exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $66,000-$86,100 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for abonus in accordance with the terms of the Company’s applicable plan.

What We Offer

Benefits:Subject to applicable eligibility requirements, the following benefits are offered for this role: 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.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well‑being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

Disclaimers:The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

We may use automated tools, including artificial intelligence, to support parts of our hiring process, such as application review and interview scheduling. These tools assist our teams but do not replace human decision-making. If you need an accommodation or have questions, please contact [e-mail].