Technical Service Specialist
Lennox InternationalAbout the role
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.
Allied Air Enterprises is a division of Lennox International. We bring together the collective strengths of seven comfort brands – Armstrong Air, AirEase, Concord, Ducane, Allied, Allied Commercial and Magic-Pak to give distributors and dealers the ultimate source for heating and cooling solutions. From compact residential applications to large commercial projects, Allied Aire Enterprises redefines ease-of-business through breadth of product, resources and competencies unparalleled in the market.
At Allied Air Enterprises, we're proof of how effective good people can be. We've based our entire business on hiring talented, dedicated professionals and giving them the resources needed to thrive. Having the right people can elevate the attitude, ideas, quality and commitment of any facility, and we're proud to say our employees do so every day. The dedication we have for promoting environmental sustainability through innovation is only possible due to our employees’ creativity and their desire to improve the world. We believe they help us create products that are better for homeowners, better for the environment, and better for the professional dealers who install them every day.
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.
What Drives Success
Allied is seeking a skilled Technical Service Specialist to join our Technical Services Team. The ideal candidate will provide advanced technical assistance to distributors and dealers to resolve complex HVAC system issues. This role will primarily support the Technical Service Quality Lead in managing technical support escalations and quality issues while delivering a best-in-class customer experience. This role requires strong troubleshooting capabilities, in-depth product knowledge, excellent communication skills, and the ability to collaborate effectively across multiple teams. The Technical Service Specialist will work closely with technical support, engineering, manufacturing, customer service, and product management to support issue resolution and continuous improvement initiatives. This role reports directly to the Technical Service Quality Lead. Primary Duties and Responsibilities- Provide advanced troubleshooting support for technical consultants on complex issues, collaborating with engineering, manufacturing, and other teams as needed.
- Track escalated issues to identify trends, knowledge gaps, and opportunities to improve first-contact resolution
- Provide phone and/or email support to distributors and dealers during periods of high call volume, staffing shortages, or complex escalations, as needed.
- Support coordination with manufacturing, product service coordinators, and cross-functional teams to drive root-cause analysis and resolution of escalated quality issues.
- Assist in communicating Service Flash status updates to customers through AlliedConnect™, monthly meetings, and other channels to ensure timely and consistent updates.
- Assist in gathering accurate issue documentation and compiling KPI/trend reporting.
- Drive Salesforce improvements to simplify request submission, tracking, and visibility for both customers and internal teams
- Assist in developing and maintaining standard operating proced
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