Senior Manager - Customer Support and Tech Service

What Drives Success

Position Overview

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.

Key Responsibilities:

• 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.

Key Competencies

• 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

What We Are Looking For

Experience and Qualifications

Qualifications

• 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.

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What We Offer

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $96,800 - 127,050 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 an annual bonus in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.

Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us! 

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 [email protected].

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.