Inside Technical Consultant

What Drives Success

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.

What We Are Looking For

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 emulators, or refrigerant piping design programs preferred.
• Strong preference for experience with Lennox equipment.
• Prior experience as a Service Technician, Installation Technician, Service Manager, or Inside Technical Consultant preferred.
• Experience in related trades such as electrical, boiler, controls, or mechanical engineering preferred.

Compensation: This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $66,000-$86,100 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan.

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.