Director of Sales Support - LCH

Lennox International (LII) is a leading global provider of innovative climate control solutions for heating, ventilation, air conditioning, and refrigeration (HVACR) markets. With over a century of heritage, Lennox International drives innovation to promote efficient energy use and a healthier environment. Our diverse workforce of approximately 10,000 employees across North America, South America, Europe, and Asia is committed to delivering high-value climate control solutions.

About the Role

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 will serve as a strategic partner to the Vice President of Sales, collaborating 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 in quote and order management, customer experience, team effectiveness, standard work, technology enablement, and CRM-driven process optimization. The role requires a highly process-driven and disciplined leader who can balance standardization with customer-centric flexibility in a matrixed environment.

Responsibilities

• Establish and execute short- and long-range organizational goals, strategic plans, policies, operating procedures, and standard work to improve service delivery, productivity, scalability, and customer experience.
• Lead continuous improvement in quote management, order management, issue resolution, and customer support to eliminate complexity, reduce cycle times, and enhance consistency.
• Build a process-driven culture that empowers employees to make timely, customer-focused decisions without unnecessary bureaucracy.
• Utilize data, scorecards, service-level performance, customer feedback, and root-cause analysis to identify gaps, prioritize opportunities, and drive accountability.
• Partner with Sales, Operations, Supply Chain, IT, Product Management, Finance, and other cross-functional teams to remove barriers and improve end-to-end execution.
• Drive adoption and optimization of CRM, SAP, quoting, ordering, and related technology platforms to streamline workflows and improve decision-making.
• Establish internal controls, documentation, audits, and compliance practices aligned with business and customer needs.
• Foster a high-performance culture centered on customer focus, accountability, innovation, teamwork, and ownership of results.
• Assess, recruit, develop, and retain high-performing talent while strengthening leadership capability and succession readiness.
• Lead organizational, process, and cultural transformation initiatives to simplify work, strengthen collaboration, and scale with business growth.
• Develop and implement KPIs, scorecards, service-level expectations, and operating rhythms to create transparency and reinforce accountability.
• Empower team members to identify issues, escalate barriers, recommend solutions, and resolve problems quickly.

Key Leadership Priorities

• Advance teams responsible for cradle-to-grave quote and order management by improving structure, standardization, measurement, and execution.
• Develop and execute a Sales Support strategy that strengthens customer relationships, improves responsiveness, and positions Sales Support as a strategic partner.
• Create standard work that delivers consistency and efficiency while empowering employees to act with urgency for customer needs.
• Ensure internal processes simplify the customer experience and accelerate resolution.
• Leverage SAP and CRM platforms to improve visibility, standardize execution, automate workflows, and uncover growth opportunities.
• Build a culture of continuous improvement where employees challenge existing processes and identify root causes.
• Collaborate with Sales and Operations leaders to ensure seamless execution, aligned priorities, and rapid issue resolution.
• Establish clear performance expectations while reinforcing a customer-first mindset.
• Continuously reassess strategy, structure, technology, and processes as business priorities evolve.

Requirements

• 8+ years of experience in customer relations, business management, operations, sales support, or related leadership roles, with a track record of improving processes, service levels, and team performance.
• Minimum of 5 years of people leadership experience, including leading teams through organizational change, transformation, or technology adoption.
• Bachelor’s degree or equivalent combination of education and experience; advanced degree preferred.
• Demonstrated ability to improve customer experience by understanding needs, establishing standards, and translating insights into action.
• Experience building and scaling process-driven organizations while preserving a customer-first culture.
• Proven ability to lead across functions and influence outcomes in a complex, matrixed organization.

Skills

• Strong understanding of operational management, continuous improvement, process design, standard work, and performance management.
• Working knowledge of SAP, CRM, quoting, ordering, and customer support technologies.
• Business and financial acumen to connect operational improvements with revenue growth, productivity, and customer retention.
• Ability to re-engineer processes, simplify workflows, and drive adoption of new strategies.
• Proficiency in using data, analytics, KPIs, and customer insights to identify root causes and drive performance improvement.
• Knowledge of managing policies, controls, service levels, and organizational performance.
• Intermediate commercial HVAC industry and product knowledge preferred.
• Excellent written, verbal, presentation, and executive communication skills.
• Customer-first mindset with the ability to balance process discipline and business requirements.
• Strong relationship-building, influencing, and negotiation skills.
• Ability to distinguish between value-added process and unnecessary bureaucracy.
• Cross-functional leadership capability and executive presence.
• Demonstrated ability to create followership, establish accountability, and inspire teams around a shared vision.
• Willingness to learn from customers, Sales teams, and frontline employees before designing or changing processes.
• Comfort challenging legacy processes and prioritizing customer ease of doing business.
• Bias for action, problem-solving, and continuous improvement.
• Passion for developing people and building strong, empowered teams.

Benefits

• 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.
• 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 (subject to eligibility).

Pay

This is a salaried exempt role. Starting salary may vary based on geography/market and the candidate’s skills, education, experience, and other qualifications. Eligible for an annual bonus under the Company’s applicable plan. Not eligible for overtime.

At Lennox, our Core Values of Integrity, Respect & Excellence define our culture. We are an equal opportunity employer committed to recruiting, developing, and retaining talent from diverse backgrounds.