Product Services Coordinator III - Heatpumps - Lennox International

Lennox (NYSE: LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation. Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.

WHAT YOU WILL BE DOING

The Technical Support Position supports the PD&R Product Development Team responsible for ensuring residential Heatpumps are serviceable, reliable, and safe. This includes not only the hardware, but ancillary products such as training and literature integrity.  Under general direction, liaises with field technical service, engineering, product managers, and manufacturing to resolve product quality, reoccurring failure or reliability concerns and drives continuous improvement.  This position is also responsible for the development, implementation, and administration of field programs for any Lennox and Allied products.

• Provides troubleshooting, application and installation expertise of Residential Heatpumps. 
• Diagnose issues with Residential Heatpumps to guide Lennox groups to the appropriate resolution.
• Assist in the development of technical documentation as well as assist Technical Literature and Engineering to provide training materials, updated installation, operation and maintenance instructions, Service & Application notes, and proof-read new documents as needed.
• Provide product application and troubleshooting training to the Inside Technical Consultants and Field Technical Consultants.
• Present product related training, information and updates at Sales and Field Technical Consultant meetings.
• Make sure Bill of Material for each product is up to date and work with Supply Chain to ensure repair parts are available at product launch, after launch and through the product obligation period.
• Attend meetings including but not limited to DP, MRT, Sales, FTC, Safety Audits, Service Reviews and Product Audits.
• May be required to travel for and participate in Lennox Live Meetings, Tradeshows, Marketing Events and Lennox Sales Meetings.
• Work with Product Sales, Product Management, Engineering, and the Vendor to improve the product.
• Monitors warranty and part shipments to identify trends that may indicate a potential product issue that requires corrective action.
• If a field product issue arises that requires a Field Program, you must be able to work with the Manager of Product Technical Support to assist with the implementation the program.

WHAT DRIVES SUCCESS:

Having the right qualifications is only a part of what it takes to be a successful employee. At Lennox International, we believe in following a set of behaviors and competencies to achieve your full potential. In this position, it is vital that you embody these core competencies:  

• Situational Adaptability: You flex your approach and demeanor to suit various scenarios. You successfully shift gears as new developments and competing priorities arise – balancing routine tasks, urgent action items, and long-term projects is second nature for you.
• Decision Quality:You make thoughtful and timely decisions with the best interest of the organization in mind, prioritizing and organizing key deliverables and ensuring stakeholder buy in.
• Drives Results: You show pride in “getting the job done” with a bias for action, going above and beyond to ensure your responsibilities have been met. During high pressure moments, you work diligently to meet deadlines and show value in your work.

The Compensation range for this position is approximately $88,000 - $115,500 and will be based on the candidate’s qualification, experience, and education.

WHAT WE ARE LOOKING FOR 

• Requires a bachelor's degree in engineering, a related field, or an equivalent combination of education and experience.
• Requires at least 5 years of experience in the HVAC industry.

 Must also have the following demonstrated knowledge and skills.

• Advanced knowledge and experience in the installation, service, and application of residential cooling products.
• The ability to provide assistance in a fast-paced environment
• Excellent verbal and written communication skills
• Strong customer service skills
• Strong analytical and troubleshooting skills
• Ability to multitask to handle and prioritize multiple tasks.
• Proficient in Microsoft Office Suite. Experience with SAP is preferred.
• Strong presentation skills

WHAT WE OFFER

At Lennox, we realize that our greatest assets are our employees. This is why we are committed to providing limitless opportunities for growth and development of all of our employees, largely promoting from within the organization. Lennox offers employees a variety of flexible work options.  This position is a hybrid role working Monday through Thursday in the office with the option to work on Friday at home.

Benefits:

• Competitive base salary with bonus structure that rewards results 
• Industry leading sales and product training 
• Medical and Dental benefits 
• 401(k) with company match 
• Employee Stock Purchase Program 
• Community involvement opportunities 
• Much, much more

#LI-Hybrid

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