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What Drives Success
The Customer Support & Technical Training Specialist will play a critical role in building and scaling the training and development infrastructure across Customer Support and Technical Services. This role blends technical expertise, training delivery, and process development to ensure employees are equipped to deliver a best-in-class customer experience.
In this fast-paced environment, you will partner cross-functionally with Customer Support, Technical Support, Application Engineering, and Warranty teams to identify training needs, develop standardized processes (SOPs), and continuously improve knowledge effectiveness. You will serve as a key enabler of employee readiness, productivity, and customer satisfaction.
Responsibilities
Training Development & Delivery

• Design, develop, and implement onboarding programs for Customer Support and Technical Services roles - including Application Engineering & Warranty
• Create structured ongoing training and development programs to support continuous learning and cross-functional knowledge
• Develop and deliver instructor-led, virtual, and self-paced technical training content for multiple experience levels
• Plan and facilitate training sessions, workshops, and coaching sessions for individuals and teams
• Partner with leadership to develop and execute training strategies aligned with business needs

SOP & Knowledge Management

• Develop, document, and maintain Standard Operating Procedures (SOPs) across Customer Support and Technical Services
• Create job aids, desk references, and training materials to improve efficiency and consistency
• Maintain and enhance technical documentation and knowledge base resources

Performance & Continuous Improvement

• Conduct training needs assessments using performance data, call reviews, and error analysis
• Monitor training effectiveness and adjust programs based on feedback and performance metrics
• Maintain accurate records of training activities and employee progress
• Identify process improvement opportunities and recommend scalable solutions
• Monitor customer support calls for quality and consistency, provide structured feedback, and coach team members to improve performance, accuracy, and customer experience

Technical Support & Problem Resolution

• Serve as a subject matter expert for customer service processes and technical troubleshooting
• Assist with escalated customer inquiries and support resolution of complex technical issues
• Provide real-time coaching and guidance to team members
• Utilize internal systems and resources to research and resolve customer issues

AI, Chatbot & Digital Enablement

• Design, train, and optimize customer and technical chatbot solutions using structured knowledge, SOPs, and decision flows
• Translate technical content, FAQs, and processes into chatbot-ready knowledge to improve self-service and accuracy
• Monitor chatbot performance (accuracy, deflection, trends) and identify opportunities for continuous improvement
• Support adoption of AI-driven tools by partnering cross-functionally and training teams on effective usage

Reporting & Administration

• Generate ad hoc reports on training completion, effectiveness, and operational trends
• Track and analyze support data to inform training priorities
• Manage training schedules, documentation, and administrative requirements
• Analysis may include a review of errors and technical resource calls to determine group or individual training needs. Including updating the system knowledge base and chat bot teaching
• May include general reporting, data collection, and analysis

What We Are Looking For

• A hands-on trainer who can build and scale structured training programs
• A strong communicator who can simplify complex technical concepts
• A process-oriented professional with strong documentation and organizational skills
• A coach and mentor who is passionate about developing others
• A data-driven problem solver who uses insights to improve performance and outcomes

Education & Experience

• Bachelor's degree (preferred) or equivalent combination of education and experience
• 3+ years of experience in customer support, technical support, or training/development roles
• Experience in HVAC, refrigeration, or technical product support preferred
• Experience developing SOPs, training programs, or knowledge management systems required

Knowledge, Skills & Abilities

• Proven track record as an effective change agent required - bringing about positive change by using influential power (vs. organizational authority).
• Strong understanding of adult learning principles and training development methodologies
• Demonstrated ability to develop and deliver training across multiple formats
• Strong technical aptitude with the ability to troubleshoot complex issues
• Proven track record as an effective change agent required - bringing about positive change by using influential power (vs. organizational authority).
• Excellent written and verbal communication skills
• Strong organizational and documentation skills
• Proficiency in Microsoft Office (Excel, PowerPoint, Word); CRM experience (Salesforce preferred)
• Strong analytical skills with the ability to translate data into actionable improvements

What Drives Success

• Customer-focused mindset with a passion for improving service quality
• Ownership and accountability for training outcomes and process improvements
• Continuous improvement mindset with a focus on scalability and efficiency
• Strong collaboration and cross-functional partnership skills
• Ability to adapt in a fast-paced, evolving environment
• Self-discipline and ability to perform all required tasks with a minimum of direct supervision required.

What We Offer
Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $60,000 - $78,500 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, 10-11 paid holidays, and 3 floating holidays per year.
Our Culture: At Heatcraft, 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. Heatcraft 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 Heatcraft, 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.
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