Director of Technical Service

Jetson Home Inc.; Centennial (CO); On-site; USD 170,000 - 205,000; Full time

Benefits offered by this job

Medical: 85% company-paid premiums

Dental, Vision & Life Insurance: 100%

Parental Leave Top-Up

Education Support

Equity

401k program

Job summary

Jetson Home Inc. is seeking a Director of Technical Service to lead the service organization, drive field diagnostics, and own warranty programs across multiple markets.

You will shape service standards, optimize response times, and ensure safety and code compliance in a fast-growing electrification startup. You will leverage deep HVAC experience, vendor relationships, and data-driven insights to improve first-time fix rates and reduce callback costs, while partnering with success and production

Qualifications

• 8+ years in HVAC, electrical, or residential mechanical service.
• Deep hands-on diagnostic expertise with heat pumps and residential HVAC systems.
• Experience running warranty programs and managing manufacturer relationships.
• Experience building or scaling a service function across multiple markets.

Responsibilities

• Lead and develop the technical service organization and staffing plan.
• Own service metrics: callback rate, first-time fix rate, time to resolution.
• Build remote triage and diagnostics to reduce truck rolls.
• Manage service capacity, dispatch, and on-call coverage; plan surge for peak seasons.
• Own warranty administration and manufacturer claims; recover costs where applicable.
• Feed field failure data back into equipment selection and install standards.
• Partner with Customer Success and Production Coordination on service recovery and outages.
• Collaborate with Supply Chain on parts strategy and warranty inventory.
• Serve as final technical escalation authority on safety and codes.
• Report weekly on callbacks, aging, and warranty recovery with root-cause plans.

Skills

HVAC experience

Diagnostics heat pumps

Warranty management

Service expansion across markets

Code compliance knowledge

Analytical reporting

Autonomy & startup pace

Education

EPA 608 certification

NATE certification / HVAC license / electrical license (preferred)

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.

As Director of Technical Service, you lead Jetson's service organization and act as the company's senior technical authority in the field. You own callback rate, first-time fix rate, and time to resolution. You own warranty administration and the money we recover from manufacturers, customers and CARE programs. And because service data is the most honest feedback loop in the business, you own pushing what breaks in the field back into equipment selection, install standards, commissioning requirements, and crew training. This is a build-and-run role: you'll be designing the service function while operating it, across multiple markets at once.

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: $170,000 - $205,000 per annum

• Medical: 85% company-paid insurance premiums
• Dental, Vision & Life Insurance: 100% company-paid premiums
• Parental Leave Top-Up
• Education Support
• Equity
• 401k program

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.