The Opportunity:A heat pump is a fifteen-year relationship with a homeowner, and the second year matters as much as the first week. This role owns whether Jetson's systems keep working - and how fast we respond when they don't.
As Director of Technical Service, you lead Jetson's service organization and act as the company's senior technical authority in the field. You own callback rate, first-time fix rate, and time to resolution. You own warranty administration and the money we recover from manufacturers, customers and CARE programs. And because service data is the most honest feedback loop in the business, you own pushing what breaks in the field back into equipment selection, install standards, commissioning requirements, and crew training. This is a build-and-run role: you'll be designing the service function while operating it, across multiple markets at once.
What You'll Do:- Lead and develop the technical service organization, including system designers and technical support staff; define coverage model, role scorecards, and the hiring plan as the installed base grows
- Own callback rate, first-time fix rate, and time to resolution on service calls, and set service level expectations by issue severity
- Build the remote triage and diagnostic function so issues are resolved without a truck roll wherever possible
- Own service capacity, dispatch, and on-call coverage, including surge planning for heating and cooling season peaks
- Own warranty administration and manufacturer claims, and recover cost wherever warranty applies
- Feed field failure data back into equipment selection, system design, install standards, and training, and hold those loops closed
- Partner with Director of Customer Success and Director of Production Coordination on service recovery, escalation handling, and customer communication during outages
- Partner with Supply Chain on service parts strategy, truck stock, and warranty inventory
- Serve as final technical escalation authority, including safety, code compliance, and refrigerant handling issues
- Report weekly to leadership on callbacks, first-time fix, open service aging, and warranty recovery, with root cause and a plan attached to each
What You Bring:- 8+ years in HVAC, electrical, or residential mechanical service, including 3+ years leading service technicians or managers
- Deep hands-on diagnostic expertise with heat pumps and residential HVAC systems - you can arbitrate a technical call, not just route it
- EPA 608 certification required; NATE certification, HVAC license, or electrical license strongly preferred
- Demonstrated ownership of a callback, first-time fix, or service SLA metric - you've moved one and can explain exactly how
- 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 across jurisdictions
- Hands-on experience with field service management platforms (Zuper, ServiceTitan, HubSpot) at the workflow design level
- Strong analytical instincts - you build the report yourself before asking someone else for it
- Ability to translate what tradespeople know into standards and systems others can follow
- Comfort with high autonomy, ambiguity, and executive visibility in a fast-paced startup environment
- Availability for 25 % travel
- Familiarity with modern tools including AI for efficiency
Preferred: Cold-climate heat pump and heat pump water heater experience; commissioning and performance verification background; experience supporting a third-party installer network
Job Type: Full-time, Permanent
Pay: $165,000 - $200,000 per annum
Benefits/Perks:- Dental, Vision & Life Insurance: 100% company-paid premiums
- Extended Health Care
- Disability Insurance
- Parental Leave Top-Up
- Education Support
- Equity
Work Location: In person - North Vancouver, BC
Do you feel like you don't have everything that's listed above but can still do the job? If you have the core skills and experience that we're looking for and are willing to use your talent to learn the rest, we encourage you to apply!
