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Salary: USD 170,000 - 205,000 / annual
Jetson is building the first fully vertically integrated home electrification company, on a mission to accelerate the transition of 100 million homes across North America away from fossil fuels toward sustainable energy. The company solves the cost and complexity barriers to heat pump adoption through technology, automation, and data-driven operations.
As Director of Technical Service, you will lead Jetson's service organization and serve as the company's senior technical authority in the field. This is a build-and-run role where you design and operate the service function across multiple markets simultaneously.
You will own all aspects of service delivery: callback rate, first-time fix rate, and time to resolution. You will lead and develop the technical service organization, including system designers and technical support staff, defining coverage models, role scorecards, and hiring plans as the installed base grows. You will build the remote triage and diagnostic function to resolve issues without truck rolls wherever possible, and own service capacity, dispatch, and on-call coverage including surge planning for heating and cooling season peaks.
Warranty administration and manufacturer claims recovery fall under your purview. Critically, you will feed field failure data back into equipment selection, system design, install standards, and crew training, holding those feedback loops closed. You will partner with the Director of Customer Success and Director of Production Coordination on service recovery, escalation handling, and customer communication during outages, and work with Supply Chain on service parts strategy and warranty inventory.
You will serve as the final technical escalation authority for safety, code compliance, and refrigerant handling issues, and report weekly to leadership on callbacks, first-time fix, open service aging, and warranty recovery with root cause analysis and action plans.
**Requirements:**
- 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; ability to arbitrate technical calls, not just route them
- 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 with proven ability to move the needle
- 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; ability to build reports independently
- Ability to translate tradespeople's knowledge 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.
