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Added 28 mins ago
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Enterprise Account Executive - Full-time LOA backfill
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Toronto, ON
- Full-time
…strategic partner to some of our largest customers, helping senior leaders turn AI ambition into real business outcomes. You’ll bring the best of Microsoft across AI, Azure, Copilot,…
Added 58 mins ago
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Added 3 hours ago
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Added 4 hours ago
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Communicate findings, design recommendations, and future-state concepts clearly to diverse audiences, including senior leadership.

Jetson

Director of Technical Service

North Vancouver, BC, Canada

Pay: $165,000 - $200,000 per annum · Full-time

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Job details

Pay: Pay: $165,000 - $200,000 per annum
Job type: Full-time
Apply by: Apr 3, 2027
Posting language: English
Posted: Oct 5, 2026

Original job description

About Jetson

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.

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 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/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

Do you feel like you don't have everything that's listed above but can still do the job? If you have the core skills and experience that we're looking for and are willing to use your talent to learn the rest, we encourage you to apply!

U.S. Roles Jetson 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 Roles 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.

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More about this job

Responsibilities

Lead and scale Jetson's technical service organization across multiple markets, owning service performance metrics, remote diagnostics, dispatch and on-call coverage, warranty administration, and manufacturer cost recovery. Use field failure data to improve equipment selection, system design, installation standards, commissioning, and training, while serving as the final technical escalation authority and reporting service performance to leadership.

Requirements

Requires 8+ years of HVAC, electrical, or residential mechanical service experience, including 3+ years leading service teams, with deep hands-on heat pump and residential HVAC diagnostic expertise. EPA 608 certification is required; experience with service metrics, warranty programs, multi-market service operations, applicable codes and refrigerant regulations, and field service platforms is also expected.

Skills

HVAC Service Leadership
Heat Pump Diagnostics
Residential HVAC Systems
Service Operations
Remote Triage
Callback Rate Management
First-Time Fix Improvement
Warranty Administration
Manufacturer Claims
Field Service Management
Mechanical and Electrical Code Compliance
Refrigerant Handling
Service Data Analysis
Commissioning and Performance Verification
Team Development
Dispatch and Capacity Planning

Benefits

Dental Insurance
Vision Insurance
Life Insurance
Extended Health Care
Disability Insurance
Parental Leave Top-Up
Education Support
Equity

Visa sponsorship

Not detected in the job text

Keywords

HVAC
Heat Pumps
Heat Pump Water Heaters
EPA 608 Certification
NATE Certification
HVAC License
Electrical License
Zuper
ServiceTitan
HubSpot
Field Service Management
Remote Triage
Callback Rate
First-Time Fix Rate
Service-Level Agreements
Warranty Administration
Manufacturer Claims
Refrigerant Regulations
Mechanical Code
Electrical Code
Commissioning
Performance Verification
Dispatch
Service Parts Strategy
Third-Party Installer Networks
AI
Cold-Climate Heat Pumps

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