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ResQ is hiring a General Manager, Field Service Operations to build and scale their commercial HVAC/R service division (ResQ Service Group). This is a hands-on leadership role responsible for building a high-performing internal technician program from the ground up and replicating it across multiple markets.
Key responsibilities include:
**Technician Leadership & Development**: Build recruiting, assessment, onboarding, and retention processes for HVAC/R technicians. Hire and develop service managers, lead technicians, and field technicians through clear performance standards, ride-alongs, technical audits, coaching, and corrective action.
**Technical & Field Operations**: Establish licensing, insurance, vehicle, tool, safety, and background-check requirements. Develop technical SOPs, diagnostic standards, job documentation, pricing guardrails, and escalation procedures. Own dispatch, capacity, utilization, first-time completion, callbacks, SLAs, and customer satisfaction metrics.
**Commercial & Financial Performance**: Own the service P&L including labor productivity, overtime, fleet, parts, warranty expense, and gross margin. Build service-sales capabilities across repairs, replacements, maintenance agreements, and account expansion, partnering with Sales and Operations on estimating, scope validation, and complex opportunities.
**Scale Service Operations**: Drive efficient service operations and determine when markets can support additional internal technicians. Build a repeatable operating model that can be successfully launched and scaled across new RSG markets.
Required qualifications: 5+ years of HVAC/R experience with 3+ years managing technicians, dispatch, or service operations. Strong commercial HVAC/R experience with technical ability to diagnose difficult jobs and assess technician competency. Proven experience hiring and developing technicians while owning key service metrics. Experience selling or leading service sales. Must hold an active Class A HVAC/R contractor license or equivalent unrestricted state license. Ability to travel 25–40% between Canada and the United States.
