Senior HVAC Technical Support Leader

Lennox International; Richardson (TX); On-site; USD 134,000 - 175,000; Full time

Benefits offered by this job

Annual bonus

Health/dental/vision insurance

Prescription drug coverage

401(k) retirement plan

Short-term disability

Birthing leave (8 weeks)

Bonding leave (2 weeks)

Long-term disability

Job summary

Lennox International in Richardson, TX, seeks a Senior Manager of Technical Support to lead a diverse team delivering timely, accurate guidance across Lennox Commercial HVAC. You will drive KPIs, coach frontline staff, and partner with Product Management, Engineering, and Sales to resolve complex issues.

As a senior leader, you will foster a customer-first culture, oversee process improvements, and use data to enhance service delivery while aligning with business priorities and company values.

Qualifications

• Bachelor’s degree in Engineering, Business, or related field preferred.
• Typically requires 8+ years of related technical support, field service, engineering, product support, or HVAC experience.
• Typically requires 3+ years of people leadership experience in 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.

Responsibilities

• Lead, coach, and develop a technical support team serving customers, contractors, and partners.
• Drive a customer-first support culture focusing on responsiveness, accuracy, and professionalism.
• Provide strategic guidance and oversight to teams, establishing KPIs for performance and escalation management.
• Partner with Product Management, Engineering, Quality, Training, Warranty, Factory, and Sales to resolve complex issues.
• Champion continuous improvement to simplify work and improve customer outcomes.

Skills

Leadership

Coaching

Cross-functional

Data-driven

Communication

Prioritization

Education

Bachelor’s degree in Engineering or Business

Tools

Microsoft Office

CRM

ERP

Case management

Job description

Lennox International in Richardson, TX, seeks a Senior Manager of Technical Support to lead a diverse team delivering timely, accurate guidance across Lennox Commercial HVAC. You will drive KPIs, coach frontline staff, and partner with Product Management, Engineering, and Sales to resolve complex issues.

As a senior leader, you will foster a customer-first culture, oversee process improvements, and use data to enhance service delivery while aligning with business priorities and company values.