HVAC Parts Sales Support Supervisor

Parts Sales Support Supervisor

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.

As the Parts Sales Support Supervisor, you will lead and support a team of Parts Specialists, driving performance, operational excellence, and an exceptional customer experience. This role is responsible for coaching and developing team members, managing daily workflows, and ensuring service levels consistently meet business and customer expectations. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, promotes team engagement, and is passionate about developing talent and continuous improvement.

Key Responsibilities:

• Provide day-to-day leadership, guidance, and support to the Parts Specialists team to achieve performance goals and deliver outstanding customer service.
• Coach, mentor, and develop team members through ongoing feedback, training, and career development opportunities.
• Conduct regular one-on-one meetings and side-by-side coaching sessions to support employee growth and performance improvement.
• Monitor team workload and prioritize task assignments to ensure high service levels and customer satisfaction.
• Assist with issue resolution, customer escalations, and complex support situations in a timely and professional manner.
• Ensure compliance with company processes, procedures, and policies while promoting operational consistency and accuracy.
• Foster a positive team culture by supporting employee engagement, morale, and departmental initiatives.
• Identify opportunities for process improvements and recommend solutions that enhance efficiency and the overall customer experience.
• Develop and empower team members to excel in their current roles while preparing them for future growth opportunities within the organization.

What We Are Looking For:

• Bachelor's degree or equivalent combination of education and relevant professional experience required.
• Minimum of 5 years of related experience, preferably in customer service, operations, or team leadership environments.
• Advanced customer service skills with the ability to effectively communicate, de-escalate issues, and negotiate successful resolutions.
• Experience with project management and/or process improvement initiatives preferred.
• Basic understanding of industry practices, products, and customer support operations.
• Familiarity with contact center operations and service performance metrics is a plus.
• Experience working with SAP or similar ERP systems preferred.
• Proven ability to train, coach, evaluate, and direct the work of team members.
• Excellent written and verbal communication skills, including strong active listening abilities.
• Strong analytical and problem-solving skills with the ability to think creatively and make sound decisions.
• Results-oriented leader with the ability to manage performance expectations and address employee performance issues effectively and in a timely manner.

What We Offer:

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $76,800 to $100,800 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Under the plan, target compensation is anticipated to be 95% base salary and 5% commission. New hires are guaranteed to receive at least the target commission for six months. The competitive compensation plan also includes an uncapped bonus structure based on performance exceeding 100% of the plan across three individual categories. The bonus amount increases as performance surpasses quota, so the potential payout is not fixed and can grow as over-quota achievements increase.

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.