Director of Technical Service
Core
Lead Jetson's technical service organization to ensure heat pump reliability, manage warranty claims, and drive field data back into product design and installation standards. (via careerplan.io/jobs/4408738009-director-of-technical-service-at-jetsonhome)
Role type
Director of Technical Service (build-and-run)
Builds
A scalable, data-driven technical service function for a vertically integrated home electrification company
Domain
Residential HVAC / Heat Pumps / Home Electrification
Required skills
HVAC system design, heat pump diagnostics, service operations management, warranty administration, field failure data analysis, service level agreement (SLA) management, code compliance, refrigerant handling, field service management platforms, stakeholder partnership, executive reporting
Preferred skills
NATE certification, HVAC license, electrical license, cold-climate heat pump experience, commissioning and performance verification, third-party installer network support
Technologies
Zuper, ServiceTitan, HubSpot
Responsibilities
Lead and develop the technical service organization including system designers and support staff; define coverage models, role scorecards, and hiring plans; own callback rate, first-time fix rate, and time to resolution metrics; build remote triage and diagnostic functions to reduce truck rolls; manage service capacity, dispatch, and on-call coverage; own warranty administration and manufacturer claims recovery; feed field failure data back into equipment selection, system design, install standards, and training; partner with Customer Success and Production Coordination on service recovery and escalation; serve as final technical escalation authority for safety, code compliance, and refrigerant issues; report weekly to leadership on service metrics with root cause analysis and action plans
Seniority
Director, hands-on IC with team leadership