Knowledge Management Specialist

Company Overview

Lennox (NYSE: LII) 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.

Job Description

Knowledge Management SpecialistThe Knowledge Management Specialist will be a critical contributor in organizing and advancing our knowledge base to empower the Customer Experience team, which includes Customer Service, Consumer Support, Warranty, and Technical Support teams. The role will focus on improving knowledge resources for internal and external stakeholders, ensuring the information remains relevant, accurate, and easily accessible. This position will work closely with cross-functional teams to align knowledge management efforts with current business needs and strategic goals.

Key Responsibilities

• Knowledge Base DevelopmentBuild and continuously enhance the knowledge base by identifying information gaps, expanding resources, and refining existing content. Ensure knowledge articles are structured effectively for ease of searchability and usability.
• Content Accuracy & RelevanceRegularly review and update articles to reflect the latest products, practices, and policies. Coordinate with subject matter experts to validate information, ensuring that the knowledge base remains a reliable source for up-to-date information.
• Content CreationDevelop new articles and resources to address emerging needs, such as updates from product launches, new policies, or frequently asked questions. Incorporate feedback from the Customer Experience team and external stakeholders to create content that supports efficient issue resolution and customer satisfaction.
• Cross-functional CollaborationPartner closely with Customer Service, Consumer Service, Warranty, and Technical Support teams to gather insights, understand evolving knowledge needs, and ensure alignment across departments. Collaborate with these teams to ensure knowledge resources are relevant and practical for daily use.
• Quality AssuranceMonitor knowledge base content to ensure high standards for clarity, accuracy, and consistency. Regularly evaluate content usability and alignment with branding guidelines and best practices. Identify outdated or redundant information and archive or update it as needed.
• Training & SupportAct as a resource for the Customer Experience team by providing training on effective knowledge base usage and best practices. Develop job aids or quick-reference guides to facilitate efficient navigation and utilization of knowledge resources.

Reporting & AnalysisTrack and analyze content usage, user feedback, and search trends to identify improvement opportunities. Generate regular reports on knowledge base performance metrics and provide recommendations for enhancing content effectiveness and user satisfaction.

The Compensation range for this position is approximately $61,200 - $75,600 and will be based on the candidate’s qualification, experience, and education.

Qualifications

Qualifications

• Requires 1 year related experience in knowledge management, technical writing, or a related role within a customer experience or support environment.
• Proficiency in knowledge management tools and content management systems, with the ability to learn new systems quickly.
• Strong writing, editing, and organizational skills, with meticulous attention to detail.
• Familiarity with HVAC industry terminology and processes is a plus, as this will help in developing relevant content for our customer experience teams.
• Excellent communication and collaboration skills, with the ability to work effectively across departments and engage with team members at all levels.

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Salary : $61,200 - $75,600