At a Glance
- Tasks: Lead the technical service team to ensure efficient home electrification solutions.
- Company: Join Jetson, a pioneer in sustainable energy transition.
- Benefits: Competitive salary, full health coverage, education support, and equity options.
- Other info: Opportunity for growth in a fast-paced startup environment with a focus on innovation.
- Why this job: Make a real impact on reducing carbon emissions while leading a passionate team.
- Qualifications: 8+ years in HVAC or electrical service with leadership experience required.
The predicted salary is between 165000 - 200000 $ per year.
Jetson 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 Opportunity: A 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.
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 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.
Preferred:
- Cold-climate heat pump and heat pump water heater experience; commissioning and performance verification background; experience supporting a third-party installer network.
Job Type: Full-time, Permanent
Pay: $165,000 - $200,000 per annum
Benefits:
- Dental, Vision & Life Insurance: 100% company-paid premiums
- Extended Health Care
- Disability Insurance
- Parental Leave Top-Up
- Education Support
- Equity
If you feel like you don't have everything that's listed above but can still do the job, we encourage you to apply!
Jetson 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.
Director of Technical Service in North Vancouver employer: Jetson Home Inc.
At Jetson, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As a Forward Deployed Engineer in Supply Chain Automation, you'll not only have the opportunity to work with cutting-edge AI technology but also enjoy a supportive environment that encourages professional growth and development. Our commitment to employee well-being is reflected in our comprehensive benefits package and the unique chance to make a meaningful impact within our dynamic team.
