Customer Support & Tech Service Leader

The Customer Support Manager leads the Customer Service and Technical Service functions to deliver responsive, accurate, and high-quality support throughout the customer experience. This role manages and develops both teams; establishes service policies, procedures, and performance standards; oversees order, account, warranty, return, and technical-support activities; resolves escalated customer issues; and uses service data and cross-functional collaboration to drive continuous improvement. Customer Service Representatives and Technical Service Representatives report directly to this position.

• →Lead, coach, and develop Customer Service and Technical Service Representatives; set expectations, monitor performance, and ensure achievement of service goals.
• →Develop, implement, and continuously improve customer and technical service policies, procedures, standards, and workflows.
• →Oversee customer correspondence and inquiries, order entry and account maintenance, order status and changes, quotations, delivery, pricing and terms communications, customer follow-up, return authorizations, discrepancy research, and account credits.
• →Oversee responses to equipment-performance, installation, operation, and other technical inquiries, including warranty claims, product returns, and the escalation of complex engineering, technical, or application issues.
• →Resolve escalated customer and contractor concerns promptly and professionally, balancing customer needs with company policies and business requirements.
• →Monitor service levels, customer feedback, operational metrics, warranty activity, returns, and Defective Product ID reports to identify trends, communicate product deficiencies, and recommend corrective actions.
• →Partner with Sales, Operations, Engineering, Quality, Production, and other functions to resolve issues and provide a seamless customer experience.
• →Maintain accurate, organized customer and service records and ensure consistent use of customer service systems and tools.
• →Prepare and present reports on service performance, customer trends, recurring issues, and improvement initiatives to senior management.
• →Stay current on industry practices and customer support technologies and apply relevant improvements to team capabilities and service delivery.

• Customer focus and service excellence
• People leadership, coaching, and performance management
• Technical aptitude and sound judgment in issue escalation
• Analytical thinking and data-driven problem-solving
• Clear communication, active listening, and conflict resolution
• Cross-functional collaboration and stakeholder management
• Process improvement, organization, and prioritization
• Accountability, attention to detail, and results orientation

• Bachelor’s degree in Business Administration, Management, or a related field; a master’s degree is preferred.
• Five or more years of customer service experience, including at least two years in a supervisory or people-leadership role.
• Demonstrated ability to lead, coach, and develop customer-facing teams and manage performance against service goals.
• Excellent verbal and written communication, interpersonal, customer-resolution, and cross-functional collaboration skills.
• Ability to analyze service data and operational metrics, identify trends, and use insights to guide decisions and process improvements.
• Proficiency with customer service, order-management, CRM, or related business systems and reporting tools.
• Strong problem-solving, organizational, prioritization, and attention-to-detail skills.
• Experience in the HVAC industry or another technical product environment is preferred.
• Customer service management certification or related professional credential is preferred.
• Track record of implementing customer service strategies, standards, or process improvements is preferred.

#LI-JG1

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 CandidateAccommodations@Lennox.com.

#HeatController

#LI-JG1

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.