Director of Sales Support - LCH

Who We Are

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets.Beginning over a century ago, Lennox International has built a strong heritage of Innovation and Responsibility. Our position as an innovation leader continually inspires us to promote more efficient energy use and a healthier environment through our product operations. Our engaged and diverse workforce is committed to providing climate control solutions that provide the most value and comfort for our customers. We are proud to have instilled a shared sense of responsibility and commitment among our approximately 10,000 employees located throughout North America, South America, Europe, and Asia.

What Drives Success

WHAT YOU’LL BE DOING

 

The Director of Sales Support is the senior leader responsible for transforming, elevating, and scaling the Sales Support organization for Lennox Commercial North America. This role provides customer support leadership for a $1B+ business that manufactures, distributes, and sells commercial HVAC products across the United States and Canada.

The Director of Sales Support will serve as a strategic, value-added business partner to the Vice President of Sales, while partnering closely with the Vice President of Operations and the broader Commercial Leadership Team. This leader will establish the vision, strategy, and operating model for Sales Support, driving measurable improvements across quote and order management, customer experience, team effectiveness, standard work, technology enablement, and CRM-driven process optimization.

This role requires a leader who is highly process-driven and disciplined, with the ability to establish scalable standard work, clear accountability, and consistent operating practices across the organization. At the same time, process must enable, not impede, Lennox’s customer-centric culture. The successful leader will understand when standardization creates value and when teams need the judgment, empowerment, and flexibility to solve problems quickly for customers.

The Director of Sales Support must be an innovative and inspirational leader who can operate effectively across a highly matrixed environment, challenge the status quo, and put the right people, processes, technology, and performance measures in place to deliver scalable and sustainable improvement. This leader will balance operational excellence with a relentless commitment to making Lennox easier to do business with.

 

Key Leadership Areas & Improvement Priorities

• Establish and execute short- and long-range organizational goals, strategic plans, policies, operating procedures, and standard work that improve service delivery, productivity, scalability, and the overall customer experience.
• Lead continuous improvement across quote management, order management, issue resolution, and customer support, eliminating unnecessary complexity, reducing cycle times, and creating a faster and more consistent customer experience.
• Build a process-driven culture without creating unnecessary bureaucracy, ensuring processes are designed around customer needs and empower employees to make timely, customer-focused decisions.
• Utilize and improve on data, scorecards, service-level performance, customer feedback, and root-cause analysis to identify performance gaps, prioritize opportunities, and hold teams accountable for measurable results.
• Partner closely with Sales, Operations, Supply Chain, IT, Product Management, Finance, and other cross-functional teams to remove barriers, solve systemic issues, and improve end-to-end execution for customers.
• Drive adoption, optimization, and continuous enhancement of CRM, SAP, quoting, ordering, and related technology platforms to streamline workflows, improve visibility, automate manual activities, and enable better decision-making.
• Establish appropriate internal controls, documentation, audits, and compliance practices while ensuring controls remain practical, efficient, and aligned with customer and business needs.
• Build a high-performance culture centered on customer focus, accountability, innovation, continuous improvement, teamwork, and ownership of results.
• Assess, recruit, develop, and retain high-performing talent while strengthening leadership capability, career progression, organizational depth, and succession readiness.
• Lead organizational, process, and cultural transformation initiatives that simplify work, strengthen collaboration, inc