Head of Technical Service & Field Operations

Jetson; Centennial (CO); On-site; 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 is seeking a Director of Technical Service to lead the field service organization across multiple markets from Centennial, CO. You’ll own key metrics like callback rate, first-time fix, and time to resolution, while guiding warranty recovery and parts strategy.

This is a build-and-run role in a fast-growing, 100% electrification-focused startup. You will design the service function, scale operations, and partner with leadership to ensure safety, code compliance, and customer satisfaction.

Qualifications

• 8+ years in HVAC, electrical, or residential mechanical service
• 3+ years leading service technicians or managers
• EPA 608 certification required; NATE/HVAC or electrical license preferred
• Ownership of callback/first-time fix/SLA metrics
• Experience running warranty programs and managing manufacturer relationships
• Experience building/scaling service function across multiple markets
• Knowledge of mechanical/electrical codes and refrigerant regulations
• Hands-on with field service platforms at workflow design level
• Strong analytical instincts and ability to set standards

Responsibilities

• Lead and develop the technical service organization across markets
• Own callback rate, first-time fix rate, and time to resolution
• Build remote triage/diagnostics to resolve without a truck roll
• Manage service capacity, dispatch, and on-call coverage
• Own warranty administration and manufacturer claims
• Feed field failure data back into equipment selection and training
• Collaborate on service recovery and customer communication during outages
• Work with Supply Chain on parts strategy and warranty inventory
• Serve as final technical escalation authority on safety and code issues
• Report weekly on callbacks, aging, and warranty recovery with root-cause plans

Skills

HVAC systems

Service leadership

Heat pumps

Diagnostic expertise

Warranty management

Field service platforms

Education

EPA 608 certification

Tools

Zuper

ServiceTitan

HubSpot

Job description

Jetson is seeking a Director of Technical Service to lead the field service organization across multiple markets from Centennial, CO. You’ll own key metrics like callback rate, first-time fix, and time to resolution, while guiding warranty recovery and parts strategy.

This is a build-and-run role in a fast-growing, 100% electrification-focused startup. You will design the service function, scale operations, and partner with leadership to ensure safety, code compliance, and customer satisfaction.