Technical Support Consultant - HVAC industry

Who We Are

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

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.

Key Responsibilities:

Customer & Stakeholder Support (Phone-Based)

• Handle high-volume inbound, outbound, and callback support calls in a professional and timely manner.
• Diagnose customer issues via phone and provide clear, step-by-step technical solutions.
• Build strong working relationships with customers, contractors, distributors, and internal stakeholders.
• Ensure a high level of customer satisfaction through responsive, accurate, and solution-focused support.

Technical Troubleshooting & Product Support

• Provide expert-level HVAC troubleshooting support, including refrigeration circuits, electrical controls, system components, and installations.
• Guide customers through diagnosis and repair procedures remotely using schematics, documentation, and system knowledge.
• Escalate complex or recurring technical issues to engineering or product teams as needed.
• Serve as a subject matter expert (SME) for HVAC systems and product applications.

Training & Knowledge Sharing

• Support internal teams, contractors, and customers through structured technical guidance and informal training.
• Assist in developing training content including guides, FAQs, troubleshooting documents, and knowledge base articles.
• Participate in workshops, webinars, or virtual training sessions as needed.
• Contribute to improving technical competency across the customer and support ecosystem.

Documentation & Case Management

• Accurately document all customer interactions, troubleshooting steps, and resolutions in the call tracking system.
• Maintain detailed case notes to ensure continuity of support and historical reference.
• Track recurring issues and trends to help identify product or process improvement opportunities.

Process Improvement & Collaboration

• Collaborate with engineering, quality, and product teams to provide feedback on field performance and recurring issues.
• Identify opportunities to improve support workflows, response times, and technical documentation.
• Participate in continuous improvement initiatives to enhance the overall support experience.

Additional Responsibilities

• Support special projects or cross-functional initiatives as assigned.
• Adapt to evolving product lines, tools, and support processes.
• Perform other duties as required to support departmental goals.

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Qualifications:

Required

• Bachelor’s degree in Mechanical Engineering, HVAC Technology, or related field, or equivalent hands‑on experience.
• Strong HVAC technical background with experience in troubleshooting refrigeration systems, electrical controls, and mechanical components.
• Prior experience in technical support, field service, or installation role.
• Excellent verbal communication skills with the ability to explain technical concepts clearly over the phone.
• Strong problem‑solving skills and ability to work independently in a fast‑paced support environment.
• Proficiency with CRM or call‑tracking systems and technical documentation tools.

Preferred Qualifications

• EPA Certification and/or NATE Certification.
• Experience in a structured technical call center or support desk environment.
• Backgrou…