Technical Services Lead

Technical Services Lead Overview

Serves as a key liaison between Field Service, Engineering, Product Management, and Manufacturing teams to identify, investigate, and resolve product quality, reliability, and recurring field performance issues. This role drives continuous improvement initiatives by leveraging technical expertise, cross‑functional collaboration, and customer insights to enhance product performance and serviceability.

Stone Mountain, GA – 100% Onsite

• Investigate, analyze, and compile technical data to effectively communicate product quality concerns and field issues to the appropriate stakeholders.
• Lead cross‑functional teams in identifying root causes and implementing corrective actions for field service and product performance issues.
• Track, manage, and report the status, progress, and associated costs of active projects and improvement initiatives.
• Monitor product quality trends and develop service bulletins, application bulletins, and other technical communications as needed.
• Visit customer sites to observe, document, and troubleshoot field issues while supporting timely and effective problem resolution.
• Collaborate with New Product Development teams to evaluate service requirements, technical support needs, and product maintainability.
• Represent Technical Support throughout the Stage‑Gate Product Development Process, ensuring support readiness and service considerations are incorporated into product launches.
• Review technical documentation for new products and assist in identifying training needs, content development, and launch readiness activities.
• Develop and deliver technical training programs for internal teams on new products, product enhancements, and technical updates.
• Provide technical leadership, mentorship, and guidance to less experienced team members and support staff.
• Champion continuous improvement efforts by identifying opportunities to enhance product quality, reliability, serviceability, and customer satisfaction.

• Bachelor's degree in engineering, a related field, or an equivalent combination of education and experience.
• At least 8 years of relevant transcritical and liquid overfeed CO₂ refrigeration systems experience.
• Positive and professional image at all times; courteous, friendly, and knowledgeable customer interactions.
• Strong organizational, problem‑solving, and root‑cause analysis skills.
• Physically able to climb ladders and perform roof‑top inspections.
• Proficient in Microsoft Excel, PowerPoint, and Word.
• SAP knowledge a plus.
• Valid driver’s license and eligibility to operate rental vehicles for business travel.
• Valid passport; ability to travel domestically and, on occasion, internationally.
• Willingness to travel via commercial aircraft and stay overnight for customer visits, training events, field investigations, and other business activities.
• Travel may be up to 50% of the time.

This is a salaried exempt role. Starting salary range: $109,000 – $142,500 annually, adjusted for geography, skills, education, experience, and qualifications. Eligible for an annual bonus per the company plan. No overtime.

Subject to eligibility: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short‑term disability; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long‑term disability insurance.

Additional new‑employee benefits: up to 12 days paid time off, 2 paid well‑being days, 1 paid volunteer day, 10–11 paid holidays, and 3 floating holidays per year.

Lennox is an equal‑opportunity employer committed to recruiting, developing, and retaining talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success.

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.