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Salary: CAD 165,000 - 200,000 / 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 focuses on making clean energy simple, transparent, and affordable by solving the cost and complexity barriers to heat pump adoption.
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.
Key responsibilities include:
- Lead and develop the technical service organization, including system designers and technical support staff; define coverage model, role scorecards, and hiring plan as the installed base grows
- Own callback rate, first-time fix rate, and time to resolution on service calls; set service level expectations by issue severity
- Build the remote triage and diagnostic function to resolve issues without truck rolls 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, recovering costs where warranty applies
- Feed field failure data back into equipment selection, system design, install standards, and training; 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 for 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 analysis and plans
The role requires 25% travel availability and comfort with high autonomy, ambiguity, and executive visibility in a fast-paced startup environment.
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 ability to explain exactly how you moved it
- 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 yourself before asking others
- 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
- 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
