Inside Technical Consultant

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.

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.

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 a bonus in accordance with the terms of the Company’s applicable plan.

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 [email protected].