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Dandelion Energy seeks a Technical Support Manager to lead technical support and field operations for geothermal HVAC systems across the Mountain West region, based in Denver. This role is the primary technical resource supporting HVAC trade partners, builder partners, and internal teams to ensure geothermal systems are installed, commissioned, and serviced to company standards.
The role splits roughly into three areas: training and enablement (40%), technical support and field troubleshooting (30%), and warranty management (30%).
Training & Continuous Improvement: Deliver hands-on and classroom training to trade partner installers, service technicians, and owners on equipment, installation standards, commissioning, and service diagnostics. Onboard new trade partners and bring their crews to competence on geothermal-specific work. Conduct ride-alongs and jobsite coaching. Build and maintain technical documentation including troubleshooting trees, service bulletins, commissioning checklists, and knowledge base articles. Monitor field performance and recommend process improvements. Travel occasionally to other regions for training and support.
Technical Support & Field Troubleshooting: Serve as primary technical contact for trade and builder partners across the Mountain West by phone, text, and email, diagnosing live issues while technicians are at equipment. Provide on-site troubleshooting for escalated and high-priority issues in the Denver metro. Diagnose across full systems: heat pump refrigerant circuits, controls, fault codes, flow centers, ground loop performance, airside setup, auxiliary heat, and electrical. Help partners distinguish geothermal-specific conditions from conventional HVAC faults. Support commissioning, startup verification, and quality inspections. Document root cause on every escalation. Log interactions to identify patterns and recurring faults. Escalate genuine product issues to Engineering and OEM support.
Warranty Management: Review and evaluate warranty claims, assessing coverage and determining whether failures are covered defects or result from installation, application, or maintenance errors. Apply labor allowance policy consistently and communicate decisions with clear technical reasoning. Manage parts returns, failure analysis, and warranty recovery. Identify recurring warranty trends by product, partner, crew, and failure mode, driving corrective action through targeted training, service bulletins, or standards updates. Flag systemic quality issues or training gaps. Assist with parts procurement and delivery through regional distribution.
Key performance indicators include technical response time, first-time resolution rates, repeat service call reduction, warranty cost per installed system, commissioning quality, and partner satisfaction.
Requirements: 5+ years hands-on HVAC field service experience, EPA Section 608 certification (Type II or Universal), demonstrated ability to teach working tradespeople across experience levels, and ability to diagnose and explain unfamiliar systems over the phone without taking over.
