Sr. Field Support Engineer

Heatcraft Refrigeration Products is a leading manufacturer of commercial and industrial refrigeration solutions trusted by customers across food retail food processing cold storage and industrial applications. We design and build equipment that performs in demanding real-world environments where reliability efficiency and serviceability matter.

Heatcraft is a proud subsidiary of Lennox (LII) a global leader in climate control solutions for heating ventilation air conditioning and refrigeration (HVAC/R). Backed by Lennoxs century-long legacy of innovation engineering excellence and operational discipline Heatcraft combines the strength of a global organization with the focus and agility of a refrigeration-centric business.

At Heatcraft innovation is grounded in practical application. Our teams work closely with customers contractors and engineers to deliver solutions that support energy efficiency environmental responsibility and long-term system performance. We are deeply committed to advancing refrigeration technologies including emerging refrigerants and system architectures while maintaining a strong focus on safety quality and field support.

We are supported by the global reach and resources of Lennox Internationals approximately 10000 employees worldwide while maintaining a culture that values hands-on expertise accountability and collaboration. Our people take pride in building and supporting equipment that keeps food safe businesses running and critical systems operating every day.

A Day in the Life of a Field Support Engineer

Your day often starts by reviewing open cases field requests or scheduled site visits. You may be coordinating with internal teams like Technical Support Engineering Sales or Product Services to align priorities clarify scope or ensure the right parts documentation and information are in place before a trip ever begins.

Some days youre traveling to a customer site a distribution center food processing facility or large commercial installation to support start-ups commissioning or complex troubleshooting. On site you are the calm experienced presence. You listen first assess the system holistically and separate installation issues from equipment issues using sound refrigeration fundamentals. You may be working on single systems rack systems or newer technologies involving A1 A2L or A3 refrigerants.

Other days are spent supporting the field remotely. That may mean walking a contractor through diagnostics reviewing wiring photos or trend logs or helping interpret control data to get a system back online often under real-world pressure where downtime matters. Youre trusted not just for your technical knowledge but for your judgment and ability to explain complex issues clearly and professionally.

Documentation is part of the job not paperwork for paperworks sake but clear accurate reporting that helps the next person succeed. You capture findings root causes corrective actions and recommendations in a way that adds value to the organization and improves future outcomes.

Throughout the day youre balancing multiple requests prioritizing based on impact safety and urgency. You communicate clearly manage expectations and represent Heatcraft with professionalism whether youre speaking with a contractor on a noisy job site or collaborating with engineers back at the office.

By the end of the day youve likely solved problems prevented future ones and helped customers move forward sometimes visibly sometimes behind the scenes. You may not always get the spotlight but your work matters and people know they can rely on you when it counts.

Required Qualifications

• Strong working knowledge of commercial refrigeration systems including single systems and rack systems used in food retail industrial and commercial applications.
• Hands-on experience with refrigerants including A1 A2L and A3 with a clear understanding of safety practices handling and regulatory requirements.
• EPA Section 608 Universal Certification or the ability to obtain certification within 90 days of employment.
• Proven troubleshooting and analytical skills with the ability to diagnose mechanical electrical and control-related issues in real-world field conditions.
• Ability to provide effective technical assistance in a fast-paced environment often supporting multiple stakeholders simultaneously.
• Excellent verbal and written communication skills with the ability to clearly explain technical concepts to customers contractors and internal teams.
• Strong customer service mindset representing Heatcraft professionally while building trust and confidence with customers.
• Ability to manage multiple priorities balance travel and remote support and adapt to changing field conditions.
• Proficiency with Microsoft Office applications (Word Excel PowerPoint Outlook) for documentation reporting and presentations.
• Valid drivers license and a driving record acceptable under company policy.
• Ability to travel and fly commercially as required to support customer sites and projects.
• Must be able to travel up to 75% of the time.

Preferred / Nice-to-Have Qualifications

• Familiarity with Wi-Fi and wireless communication fundamentals particularly as they relate to modern refrigeration controls monitoring systems and remote connectivity.
• Experience with refrigeration control systems sensors and basic networking concepts (IP addressing gateways data logging etc.).
• SAP experience or exposure to ERP systems used for service documentation parts tracking or case management.
• Comfort presenting technical information to customers contractors or internal teams in both formal and informal settings.
• Previous field service start-up commissioning or technical support experience with OEM refrigeration equipment.
• Exposure to CO₂ advanced controls or emerging refrigeration technologies is a plus but not required.

What Were Really Looking For

• A technically capable professional who takes quality seriously values doing things the right way and understands the impact field support has on customer success.
• Someone who is curious coachable collaborative willing to learn share knowledge and grow with the organization.
• A strong Heatcraft ambassador who combines technical credibility with professionalism and respect in every customer interaction.

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $94000 - $123900 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 Companys 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 members 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 youll 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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