Head of Technical Service & Field Operations

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

Benefits offered by this job

Medical insurance

Dental, Vision & Life Insurance

Parental Leave Top-Up

Education Support

Equity

401k program

Job summary

Jetson seeks a Director of Technical Service to lead its field service organization across multiple markets. You will own callback rate, first-time fix rate, time to resolution, and warranty administration, while shaping equipment standards and training.

You will design and run the function with high autonomy in a fast-paced startup, travel 25%, and collaborate with Customer Success and Supply Chain to improve service delivery and customer outcomes.

Qualifications

• 8+ years in HVAC, electrical, or residential mechanical service.
• 3+ years leading service technicians or managers.
• 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.
• 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.

Responsibilities

• Lead and develop the technical service organization, 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

Skills

HVAC experience

Team leadership

Field service

Repair diagnosis

Warranty management

Data analytics

AI tools familiarity

Education

EPA 608 Certification

NATE certification

HVAC license

Electrical license

Tools

Zuper

ServiceTitan

HubSpot

Job description

Jetson seeks a Director of Technical Service to lead its field service organization across multiple markets. You will own callback rate, first-time fix rate, time to resolution, and warranty administration, while shaping equipment standards and training.

You will design and run the function with high autonomy in a fast-paced startup, travel 25%, and collaborate with Customer Success and Supply Chain to improve service delivery and customer outcomes.