General Manager, Field Service Operations

ResQ; Austin (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

ResQ is expanding its ResQ Service Group (RSG) and seeks a General Manager, Field Service Operations with deep HVAC/R expertise. You will own the field organization end-to-end, from technician hiring and standards to service operations, customer experience, and financial performance.

You will build a high performing commercial service team, replicate successful models across markets, and travel 25–40% across the US/Canada to scale the program.

Qualifications

• HVAC/R experience spanning residential/commercial environments.
• 3+ years managing technicians, dispatch, or service operations.
• Experience owning service metrics: revenue, utilization, gross margin, callbacks, and customer satisfaction.
• Ability to drive service sales including repairs, replacements, or maintenance agreements.

Responsibilities

• Build recruiting, onboarding, and retention process for HVAC/R technicians and supervise field staff.
• Establish licensing, insurance, vehicle, tool, safety and background-check standards; create SOPs and pricing guardrails; manage dispatch and SLAs.
• Own the service P&L, oversee labor productivity, fleet, parts, warranty, and gross margin; drive sales across maintenance and accounts.
• Scale operations by designing a repeatable model to launch in new markets across RSG.

Skills

HVAC/R experience

Technician management

Dispatch oversight

Service operations

P&L ownership

Sales/upsell

Travel readiness

Education

Class A HVAC/R contractor license

Job description

ResQ is an all-in-one facilities management platform built for fast-growing facilities and trades businesses. Thousands of service companies trust ResQ to streamline their repair and maintenance operations while enhancing profitability.

Our mission to "create economic empowerment for the service industry" drives everything we do. We are deeply committed to supporting local trades and facilities - the vital backbone of our communities. These unsung heroes pour years of grit, sweat, and sacrifice into building their companies, often facing significant challenges.

Many local service businesses face intense competition from larger corporations equipped with substantial resources and market advantages. ResQ is changing that by providing local businesses with intelligent, AI-powered tools that enable these businesses to operate more efficiently, intelligently, and profitably. We believe that when local service businesses succeed, entire communities thrive. That’s why ResQ is dedicated to empowering the individuals who keep our world running smoothly.

ResQ recently launched ResQ Service Group (RSG), a new commercial services line focused on repair, maintenance, and service solutions for multi-site commercial facilities. As we scale RSG, we’re hiring a General Manager, Field Service Operations to build and grow our internal HVAC/R technician program. You will own the field organization end-to-end, from technician hiring and technical standards to service operations, customer experience, and financial performance.

This is a hands-on role for someone with deep HVAC/R expertise who can build a high performing commercial service organization and replicate it across multiple markets.

What you will do:

• Build & Lead Technicians : Build the recruiting, assessment, onboarding, and retention process 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, along with technical SOPs, diagnostic standards, job documentation, pricing guardrails, and escalation procedures. Own dispatch, capacity, utilization, first-time completion, callbacks, SLAs, and customer satisfaction.
• Commercial & Financial Performance : Own the service P&L, including labour 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.

Who You are:

• 5+ years of HVAC/R experience and 3+ years managing technicians, dispatch, or service operations.
• Strong commercial HVAC/R experience and the technical ability to diagnose difficult jobs and assess technician competency; residential-only experience is insufficient.
• Proven experience hiring and developing technicians while owning key service metrics such as revenue, utilization, gross margin, callbacks, and customer satisfaction.
• Experience selling or leading service sales, including repairs, replacements, maintenance agreements, or account expansion.
• Must hold an active Class A HVAC/R contractor license, or equivalent unrestricted state license, required to perform and supervise commercial HVAC/R work in the state where the role is based.
• Ability to travel approximately 25–40% and to travel between Canada and the United States.

ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users. ResQ is an equal opportunity employer. We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law. ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.