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HVAC Technical Support Supervisor
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.
As supervisor, the person in this position provides leadership to a team of technical consultants who are responsible for complex technical assistance to dealers, contractors and field sales personnel. The supervisor may also handle escalated calls, but must spend at least 50% of time planning, directing and evaluating the technical consultants’ work.
Responsibilities:
- Lead, evaluate and develop a team of technical consultants.
- Create and manage escalation procedures and ensure service levels are maintained.
- Define, measure and analyze key metrics to assess effectiveness of the overall support infrastructure.
- Identify and implement process improvements.
- High school diploma or equivalent experience required.
- At least 5 years related technical consulting experience.
- Typically requires at least 5 years of experience in the installation and service of HVAC/R equipment.
Advanced knowledge and experience in the installation and service of HVAC/R equipment. - Excellent verbal and written communication skills.
- Excellent customer service skills, analytical ability, and troubleshooting skills.
- Ability to handle and prioritize multiple technical requests.
- Proficient in Microsoft Office Suite.
- Experience with SAP preferred.
- Capacity to serve as a Subject Matter Expert for the Technical Services Department.
- Strong presentation skills.
- Able to lead subordinates in order to meet schedules and resolve technical problems.
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