Jetson is on a mission to accelerate the transition of 100 million homes across North America away from fossil fuels toward sustainable energy use. 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. A heat pump is a fifteen-year relationship with a homeowner, and the second year matters as much as the first week. 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 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. Lead and develop the technical service organization, including system designers and technical support staff; 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 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
* 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
* Availability for 25 % travel
* Familiarity with contemporary 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 Dental, Vision & Life Insurance: 100% company-paid premiums
* Disability Insurance
* Parental Leave Top-Up
* Education Support
* Equity 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 at any stage of the recruitment process, please contact us.

📌 Head of Technical Services and Support (Canada)
🏢 Jetson Home
📍 Canada