Technical Service Specialist

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., * Technical Support Escalation Support the Technical Service Quality Lead in resolving complex technical support escalations.

• 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.
• Service Flash Support

Support the Technical Service Quality Lead in resolving widespread quality issues.

• 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.

• Technical Service Operations

Support the Technical Service team in improving processes, tools, and knowledge accuracy to enhance efficiency and customer experience.

• Drive Salesforce improvements to simplify request submission, tracking, and visibility for both customers and internal teams
• Assist in developing and maintaining standard operating procedures (SOPs), troubleshooting checklists, and technical knowledge content, including AI tools, ensuring accuracy and consistency across the team
• Support definition and tracking of team skill competencies by identifying knowledge gaps, auditing technical support calls, and helping improve overall technical capability and consistency

Other duties as assigned. What We Are Looking For

Do you have a valid HVAC Certification license?, Do you have experience in HVAC system repair?, Do you have a High school diploma or GED?, * High school diploma or equivalent required

• Associate degree, HVAC certification, or equivalent technical training preferred
• 5+ years of HVAC technical service or field experience
• Advanced knowledge and experience in troubleshooting residential and/or commercial HVAC equipment
• Ability to handle and prioritize multiple technical requests effectively
• Ability to work collaboratively with cross-functional teams and adapt to a fast-paced environment
• Excellent communication and interpersonal skills, with customer-centric mindset

Pulled from the full job description

• Tuition reimbursement
• Prescription drug insurance
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Disability insurance, Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $76,000 - $99,750 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.

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