Position Summary

As Manager, Application Support, you will lead a team of product and application subject matter experts supporting assigned brands, customers, markets, or product categories. You will set priorities, establish support strategies, and ensure the team delivers timely, accurate product guidance that enables outside sales teams, strengthens customer relationships, and supports market growth.

A key responsibility of this role is to manage and develop the Application Support team, creating a high-performing function that serves as the first point of contact for product-related questions. You will set clear expectations, prioritize and assign work, coach team members, monitor performance, and ensure consistent execution. You will also build team capability, manage escalations, and hold the team accountable for delivering timely, accurate, and customer-focused support.

This role partners closely with outside sales, product management, engineering, customer service, quality, and other leaders to align priorities, improve processes, support product initiatives, and deliver a consistent customer experience.

Key Responsibilities

Team Leadership & Development Lead, coach, and develop the Application Support team. Establish clear expectations, allocate work, monitor performance, provide ongoing feedback, and build the technical, commercial, and customer-service capabilities needed to support the organization effectively.

Product & Application Expertise Ensure the team develops and maintains deep knowledge of assigned products, competitive products, applications, customer requirements, and market and channel needs. Serve as an escalation resource for complex product and application questions.

Product Strategies Lead the development and execution of product support strategies for assigned OEMs and customers. Partner with sales and product leaders to identify opportunities that strengthen product positioning, create competitive advantage, increase adoption, and better meet customer needs.

Sales Enablement & Support Establish and maintain an effective first-stop support model for product-related questions from outside sales and other commercial partners. Ensure the team provides accurate product information, application guidance, product comparisons, technical documentation, and recommendations that enable effective solution positioning.

Product Selection & Application Guidance Oversee and guide team on product selection based on application requirements, operating conditions, product capabilities, and customer needs. Ensure requests requiring deeper engineering or specialized technical support are identified and routed to the appropriate resources.

Customer Engagement Support strategic or escalated customer conversations and reinforce expectations for responsive, professional service.

Product Education Set the direction for product education and ensure customers, sales representatives, and internal partners receive effective training on product capabilities, applications, features, limitations, and appropriate use. Support product introductions and learning activities as needed.

New Product & Product Change Support Coordinate team support for new product introductions, product transitions, upgrades, and other product initiatives. Partner cross-functionally to ensure sales teams and customers understand changes, applications, positioning, timing, and available resources.

Issue Identification & Resolution Establish clear troubleshooting and escalation practices for product and application-related questions or issues. Lead resolution of complex or high-impact matters by coordinating with Engineering, Customer Service, Quality, and other internal teams.

Tools, Documentation & Process Improvement Ensure customer, competitor, application, and opportunity information is accurate and maintained in sales-facing systems. Drive consistent use of CRM tools, product documentation, technical resources, and internal systems, and identify opportunities to improve workflows, service levels, and team efficiency.

Performance Management & Continuous Improvement Define and monitor team priorities, service expectations, quality standards, and relevant performance measures. Use data, feedback, and business trends to address gaps, improve responsiveness, and strengthen the value delivered to sales teams and customers.

Continuous Learning Promote ongoing development of product, application, industry, market, and leadership knowledge through hands-on experience, training, product launches, customer interactions, and collaboration with technical and commercial experts.

• Bachelor's degree or equivalent experience preferred.
• Demonstrated people leadership, coaching, and team development experience.
• Strong relationship-building skills, technical aptitude, and commercial awareness.
• Strong Microsoft Excel and data analysis experience.
• Strong troubleshooting, problem-solving, and escalation-management skills.
• Proficient written and verbal communication skills, including the ability to communicate technical information clearly.
• Industry and product knowledge preferred.
• Proficiency in Microsoft Office products and CRM or related business systems.

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Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $89,600-117,600 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 a 10% annual target 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.

We may use automated tools, including artificial intelligence, to support parts of our hiring process, such as application review and interview scheduling. These tools assist our teams but do not replace human decision-making. If you need an accommodation or have questions, please contact CandidateAccommodations@Lennox.com.

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA. We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier. ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.