Director of Technical Service

The role

You will lead the technical service organization and act as the senior technical authority. You will own service metrics, warranty administration, and the feedback loop between field data and equipment selection.

What you will do

• Lead and develop the technical service organization
• Own callback rate, first-time fix rate, and time to resolution
• Build the remote triage and diagnostic function
• Own service capacity, dispatch, and on-call coverage
• Own warranty administration and manufacturer claims
• Feed field failure data back into equipment selection and training
• Partner with Customer Success and Production Coordination on service recovery
• Partner with Supply Chain on service parts strategy and inventory
• Serve as final technical escalation authority
• Report weekly to leadership on service metrics and warranty recovery

Required qualifications

• 8+ years in HVAC, electrical, or residential mechanical service
• 3+ years leading service technicians or managers
• Deep hands-on diagnostic expertise with heat pumps and residential HVAC systems
• EPA 608 certification required
• Demonstrated ownership of a callback, first-time fix, or service SLA metric
• Experience running warranty programs and managing manufacturer relationships and claims
• Experience building or scaling a service function across multiple markets
• Working knowledge of mechanical and electrical code, inspection requirements, and refrigerant regulations
• Hands-on experience with field service management platforms (Zuper, ServiceTitan, HubSpot)
• Strong analytical instincts
• Ability to translate what tradespeople know into standards and systems
• Comfort with high autonomy, ambiguity, and executive visibility

Nice to have

• NATE certification
• HVAC license
• electrical license
• Cold-climate heat pump and heat pump water heater experience
• commissioning and performance verification background
• experience supporting a third-party installer network
• Familiarity with modern tools including AI for efficiency

Benefits

• Medical: 85% company-paid insurance premiums
• Dental, Vision & Life Insurance: 100% company-paid premiums
• Parental Leave Top-Up
• Education Support
• Equity
• 401k program

About the company

Jetson is a vertically integrated home electrification company aiming to transition homes away from fossil fuels toward sustainable energy use. They rely on technology, automation, and data to scale their impact.