General Manager, Field Service Operations

BILT Inc.; Houston, Dallas (TX, TX); On-site; USD 120,000 - 170,000; Full time

Job summary

RSG is seeking a General Manager, Field Service Operations to lead our HVAC/R technician program. You will own the field organization end-to-end, from hiring and standards to service delivery, customer experience, and financial performance.

This hands-on leadership role requires deep HVAC/R expertise and a track record building high-performing commercial service teams, with the ability to replicate operations across markets.

Qualifications

• 5+ years HVAC/R experience with 3+ years supervising technicians or field operations.
• Active Class A HVAC/R contractor license (or equivalent) required for commercial work.
• Ability to travel 25–40% and between Canada and the United States.

Responsibilities

• Build the recruiting, assessment, onboarding, and retention process for HVAC/R technicians; hire and develop service managers, lead technicians, and field technicians with clear performance standards and coaching.
• Own dispatch, capacity, utilization, first-time completion, SLAs, and customer satisfaction; establish licensing, insurance, safety, and SOPs.
• Own the service P&L: labour productivity, overtime, fleet, parts, warranty, and gross margin; build service-sales capabilities across repairs, maintenance, and account expansion.
• Scale operations by defining a repeatable model and determining market readiness for additional internal technicians across multiple RSG markets.

Job description

RSG is a modern commercial trades business built to deliver high-quality repair and maintenance services at scale. We combine skilled technicians, strong field operations, and technology to create a better service experience for our customers and a better working environment for our teams.

Our mission is to build the most trusted commercial trades company by investing in great technicians, raising the standard of service, and creating meaningful opportunities for people to grow in the trades.

RSG is 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.