Lead, Elevate Technical Support for Commercial HVAC

Lennox International; Richardson (TX); Presencial; USD 134 000 - 175 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

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 disabilityinsurance

Resumo da oferta

Lennox is seeking a Senior Manager, Technical Support to lead and develop the technical support and field services teams. You will drive a customer-first culture, set KPIs, and partner with Product, Engineering, Quality, Training, Warranty, Factory, and Sales to resolve complex issues.

You will coach, mentor, and empower teams, manage priorities in a fast-paced environment, and use data to improve service delivery and outcomes for Lennox customers worldwide.

Qualificações

• Bachelor’s degree in Engineering, Business, or related field preferred.
• Typically requires 8+ years of related technical support, field service, engineering, product support, or commercial HVAC experience.
• Typically requires 3+ years of people leadership experience, preferably leading technical or customer-facing teams.
• Experience with customer issue resolution, process improvement, and cross-functional problem solving preferred.
• Proficiency with Microsoft Office and experience using case management, CRM, ERP, or technical support systems preferred.

Responsabilidades

• Lead, coach, and develop a technical support team responsible for assisting customers, contractors, sales partners, and internal stakeholders.
• Drive a customer-first support culture focused on responsiveness, accuracy, professionalism, and practical problem-solving.
• Provide strategic guidance, coaching, and oversight to technical support and field services teams, establishing and managing KPIs to drive performance.
• Partner with Product Management, Engineering, Quality, Training, Warranty, Factory, and Sales to resolve complex product and application issues.
• Champion continuous improvement efforts that simplify work and improve customer outcomes.

Conhecimentos

Team leadership

Coaching

Cross-functional collaboration

Data-driven decision making

Communication

Problem solving

Formação académica

Bachelor's degree in Engineering, Business, or related field

Ferramentas

CRM

ERP

Case management systems

Microsoft Office

Descrição da oferta de emprego

Lennox is seeking a Senior Manager, Technical Support to lead and develop the technical support and field services teams. You will drive a customer-first culture, set KPIs, and partner with Product, Engineering, Quality, Training, Warranty, Factory, and Sales to resolve complex issues.

You will coach, mentor, and empower teams, manage priorities in a fast-paced environment, and use data to improve service delivery and outcomes for Lennox customers worldwide.