Sr HVAC Support Manager

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

What Drives Success

• 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 key performance indicators (KPIs) to drive day-to-day operational performance, queue management, case quality, escalation resolution, service expectations, accountability, and continuous improvement aligned with business priorities.
• 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, improve customer outcomes, and make Lennox easier to do business with.

What We Are Looking For

• Proven experience leading technical, customer support, service, product support, or field-facing teams.
• Ability to coach, build team accountability, and create an environment where people feel empowered to solve problems.
• Strong communication skills, including ability to translate technical needs to engineering, warranty, factory, customer service, and customers.
• Demonstrated ability to collaborate across functions, influence without authority, and drive resolution on complex or escalated issues.
• Comfort using data, metrics, customer feedback, and operational insights to improve team performance and service quality.
• Ability to manage priorities in a fast-paced environment while maintaining urgency, accuracy, and sound judgment.

Experience & Qualifications

• Bachelor’s degree in Engineering, Business, or a 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.

What We Offer

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $133,600 to 175,350k 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 an annual bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

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!

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].

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 Senior Manager, Technical Support, will lead a team responsible for providing timely, accurate, and solutions-oriented technical guidance for Lennox Commercial HVAC business. This leader will help ensure customers receive consistent, high-quality support experience while building team capability, improving processes, and using data to identify opportunities for stronger service delivery.

The Commercial HVAC Technical Support team is made up of Field Technical Consultants, Inside Technical Consultants, Applications Engineering and Product Services.