Lennox International: Where Relationships Drive Results
With a background in logistics, Jaylen Thompson jokes he didn’t know how to spell “HVAC” when he took his first job in the industry nine years ago. A recruiter called him about a position at Midwest Mechanical, and after receiving an offer, he turned to an aunt who’d worked there previously for advice.
“She said, ‘Take the job. They’ll teach you everything you need to know,’” Thompson said. “And sure enough, I’ve been in HVAC ever since.”
Thompson spent seven years at Midwest Mechanical, followed by a year at EMCOR before accepting his current role at Lennox. Today, he’s Lennox Commercial HVAC’s Commercial Territory Manager. His experience on the contractor side has proved to be a valuable asset.
“I was the customer for eight years,” Thompson said. “I know how important that relationship between the contractor and supplier is.”
This perspective helped make the move to Lennox a natural fit when the opportunity came up. It also gives Thompson a firsthand understanding of what contractors need from their suppliers: responsive service, practical solutions and a partner they can count on.
A strong focus on partnership is a hallmark of Lennox. Founded by Dave Lennox 130 years ago as a small furnace company, Lennox has grown into a worldwide manufacturer of residential and commercial HVAC equipment.
“Lennox has done an excellent job of positioning ourselves as a trusted and reliable partner in the marketplace,” Thompson said. “We’ve built a second manufacturing plant, adding more capabilities to our product line, and being a part of that growth this year has been fantastic. We’ve had a couple of record months in the company’s history.”
Today, Lennox serves everyone from small businesses to the larger contractors that make up much of SMACNA Greater Chicago’s membership. Its commercial lineup includes split systems, ductless mini-splits, VRF and high-efficiency rooftop equipment, with many offerings customizable to meet a project’s specific needs.
In Chicago, that flexibility is particularly important, Thompson said.
“Chicago is such a large market, first and foremost. The fact that it’s the Midwest, you need every piece of equipment here — we experience all four seasons, sometimes in one day, so you need equipment that can handle that,” he said, chuckling. “There’s so much room for these different product offerings, and it’s a matter of finding the right fit for our contractors.”
The same contractor-first mindset carries into product design. Thompson said Lennox’s research and development efforts focus on making equipment easier and faster to install and service, including easier access to components such as compressors, motors and burners.
For contractors, that focus comes at an important time. Thompson said economic uncertainty, tariffs, lead times and pricing are among the biggest challenges he’s hearing from customers. Lennox is working to remain competitive while continuing to invest in products that can help contractors win work and complete it efficiently.
Thompson sees that same commitment reflected in Lennox’s SMACNA Greater Chicago membership. The partnership helps Lennox strengthen connections throughout the market while giving contractors another resource they can turn to for support.
Ultimately, though, Thompson believes the company’s growth comes down to something much simpler than technology: relationships.
“What’s driving the growth is doing the little things and taking care of our customers, following up, going to see our contractors,” he said. “We live in this digital age, but I don’t think anything will ever beat taking the time to go see someone face to face.”
It’s a philosophy shaping how Thompson sees Lennox’s future.
“Lennox is here to stay, and we’re in really high-growth mode right now,” he said. “We’re just looking to find contractors who want to partner with us, who we can support and earn trust with, and help them win jobs and grow those relationships.”