Service Manager

The role

You will lead the New York field service team of technicians maintaining residential geothermal systems. You will manage technicians, provide technical troubleshooting, plan jobs and parts, and handle customer escalations.

What you will do

• Manage field service technicians with regular one-on-ones and feedback
• Build development plans for technicians including skills and certifications
• Onboard new technicians and run hands-on training
• Handle time off, timecards, overtime, and performance issues
• Help technicians troubleshoot by phone or on site
• Decide next steps for repeat and unresolved problems
• Watch remote monitoring alarms and track equipment issues
• Track first-time fix rate, repeat visits, and callbacks
• Review upcoming jobs for parts, tools, staffing, and time
• Coordinate with Supply Chain on parts, tools, and van stock

Required qualifications

• 5+ years of residential HVAC field service, including heat pumps
• 2+ years supervising field technicians, including coaching through performance issues
• Strong diagnostic skills
• EPA Section 608 certification (Type II or Universal)
• Experience with ServiceTitan or similar field service software
• Willingness to be in the field when needed and to cover occasional weekend on-call
• Valid driver's license
• Ability to meet company motor vehicle insurance requirements

Nice to have

• Geothermal or water-source heat pump experience (Enertech, AAON, Bosch, Samsung VRF)
• IGSHPA accreditation or NATE certification
• Experience with parts inventory, a price book or manufacturer warranty claims

Benefits

• Medical (including mental health), dental, vision, and pet insurance
• 401(k) plan
• Commuter benefits
• Generous paid sick leave, vacation, and parental leave
• Learning & development support, including on-the-job training and virtual courses
• Pet insurance

About the company

Dandelion Energy is a residential geothermal company that designs, installs, and maintains heating and cooling systems. The company is backed by Google Ventures (GV) and other tech investors.