Director of Technical Service

Jetson Home Inc.; North Vancouver; On-site; CAD 165,000 - 200,000; Full time

Benefits offered by this job

Dental Insurance

Vision Insurance

Life Insurance

Extended Health Care

Disability Insurance

Parental Leave Top-Up

Education Support

Equity

Job summary

Jetson Home Inc. in Canada is hiring a senior head of field service to lead the technical service organization, scale the installed base, and set coverage, hiring plans, and role scorecards.

You will own response metrics, build remote triage, manage warranty programs, coordinate with Customer Success and Production, and travel up to 25% as we expand across markets.

Qualifications

• 8+ years in HVAC/electrical/residential mechanical service; 3+ years leading technicians or managers.
• EPA 608 certification required; NATE hvac license or electrical license preferred.
• Experience running warranty programs and managing manufacturer relationships.
• Experience scaling service functions across multiple markets.
• Hands-on diagnostic expertise with heat pumps and residential HVAC systems.
• Knowledge of mechanical/electrical codes and refrigerant regulations.

Responsibilities

• Lead and develop the technical service organization; define coverage, scorecards, and hiring plans.
• Own callback rate, first-time fix rate, and time to resolution; set SLAs by issue severity.
• Build remote triage/diagnostic functions to minimize truck rolls.
• Manage service capacity, dispatch, and on-call coverage; plan surge during peaks.
• Own warranty administration and manufacturer claims; recover costs where possible.
• Feed field failure data back into design, install standards, and training.
• Partner with Customer Success and Production on service recovery and outages.
• Collaborate with Supply Chain on service parts strategy and warranty inventory.
• Serve as final technical escalation authority on safety and refrigerant handling.
• Report weekly on callbacks, first-time fix, aging, and warranty recovery with ROOT-CAUSE plans.

Skills

8+ years in HVAC

3+ years leadership

EPA 608 certification

NATE certification or trade license (E

Warranty program management

Field service platforms (Zuper/Service

Data analysis

AI tools familiarity

Tools

Zuper

ServiceTitan

HubSpot

Job description

Jetson is on a mission to accelerate the transition of 100 million homes across North America away from fossil fuels toward sustainable energy use. We believe in a future that is 100% electric and 100% better.

Homes are one of the largest sources of carbon emissions, yet adoption of solutions like heat pumps remains slow due to cost and complexity. Jetson is solving this by building the first fully vertically integrated home electrification company — making clean energy simple, transparent, and affordable.

We rely heavily on technology, automation, and data to scale this impact. At Jetson, we value people who are excellent at their craft, curious about new tools (including AI), and motivated to continuously improve how work gets done.

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.

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

• Dental, Vision & Life Insurance: 100% company‑paid premiums
• Extended Health Care
• Disability Insurance
• Parental Leave Top‑Up
• Education Support
• Equity

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!

U.S. Roles Jetson is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or gender identity. If you require accommodation during the recruitment process, please contact us.

Canada Roles Jetson is an equal opportunity employer committed to inclusive hiring. We do not discriminate on any ground protected under applicable human rights legislation. If you require accommodation at any stage of the recruitment process, please contact us.