Director of Technical Service
Core
Lead the technical service organization for heat pumps and residential HVAC systems, owning field reliability, warranty administration, and feedback loops to improve equipment and installation standards.
Role type
Director of Technical Service (build-and-run)
Builds
A scalable technical service function including remote triage, dispatch, and warranty management processes.
Domain
Residential HVAC / Heat Pumps / Home Electrification (via careerplan.io/jobs/4408790009-director-of-technical-service-at-jetsonhome)
Required skills
HVAC system diagnostics, service organization leadership, warranty program management, field failure data analysis, service SLA ownership, mechanical/electrical code knowledge, field service platform design, stakeholder partnership, executive reporting, regulatory compliance
Preferred skills
Cold-climate heat pump expertise, commissioning and performance verification, third-party installer network support, NATE certification, HVAC license, electrical license, AI tool familiarity
Technologies
Zuper, ServiceTitan, HubSpot
Responsibilities
Lead and develop the technical service organization and hiring plan; 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 surge planning; Own warranty administration and manufacturer claims recovery; Feed field failure data back into equipment selection and install standards; Partner on service recovery and customer communication during outages; Serve as final technical escalation authority for safety and code compliance; Report weekly on service metrics with root cause analysis.
Seniority
Director, hands-on IC with team leadership