Head of Field Service & Technical Excellence

Jetson; North Vancouver; Presencial; CAD 165.000 - 200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Dental, Vision & Life Insurance: 100% 

Extended Health Care

Disability Insurance

Parental Leave Top-Up

Education Support

Equity

Descripción de la vacante

Jetson is seeking a Director of Technical Service in North Vancouver, BC. You will own Jetson's field service, driving fast, high-quality responses for heat pumps and residential HVAC systems.

You will lead technicians across markets, manage warranty programs, and partner with Supply Chain on parts. Expect 25% travel and ownership of field data to influence product and install standards.

Formación

• 8+ years in HVAC, electrical, or residential mechanical service; 3+ years leading technicians/managers.
• Deep hands-on diagnostic expertise with heat pumps and residential HVAC systems.
• EPA 608 certification required; NATE/HVAC license or electrical license preferred.

Responsabilidades

• Lead and develop the technical service organization and staffing as base grows.
• Own callback rate, first-time fix rate, and time to resolution; set SLAs by issue severity.
• Build remote triage/diagnostic capability to minimize truck rolls.
• Oversee service capacity, dispatch, and on-call coverage; plan surges.
• Manage warranty claims and recoveries; interface with manufacturers.
• Feed field failures back into equipment design, install standards, and training.
• Collaborate with Customer Success and Production Coordination on service recovery and outages.
• Partner with Supply Chain on parts strategy; manage inventory.
• Serve as final escalation authority on safety, code, and refrigerant handling.
• Report weekly metrics with root-cause analysis and corrective plans.

Conocimientos

HVAC expertise

Leadership

Diagnostics

EPA 608

NATE/HVAC license

Warranty management

Service platforms

Analytics

Autonomy

Travel 25%

Herramientas

Zuper

ServiceTitan

HubSpot

Descripción del empleo

Jetson is seeking a Director of Technical Service in North Vancouver, BC. You will own Jetson's field service, driving fast, high-quality responses for heat pumps and residential HVAC systems.

You will lead technicians across markets, manage warranty programs, and partner with Supply Chain on parts. Expect 25% travel and ownership of field data to influence product and install standards.