Director Of Technical Service

About JetsonJetson 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.
About JetsonJetson 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 OpportunityA 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 claimsExperience 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 athird-party installer network
Job Type:
Full-time, Permanent
Pay:
$165,000 - $200,000 per annum
Benefits/Perks
Dental, Vision & Life Insurance: 100% company-paid premiums
Extended Health Care
Disability Insurance
Parental Leave Top-Up
Education Support
Equity
Work Location:
In person - North Vancouver, BC
U.S. RolesJetson 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 RolesJetson 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.
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