Technical Consultant

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.

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…