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As the SR Dir/Vice President of Service, you will play a critical role in leading and managing all aspects of our Dandelion’s HVAC support operations for our Home Builder, Commercial and Residential customers. This position reports to the COO. You will lead a team of support professionals and HVAC experts, working to train and support our enterprise customers as they install Dandelion heat pumps in their developments and buildings, and to provide direct service to our residential customers. This role requires a combination of strategic thinking, technical expertise, and customer focus.
Key Responsibilities:
Lead our enterprise support organization working with our most important clients
- Build relationships with key enterprise customers, serving as their trusted advocate
- Drive a customer-centric mindset to ensure timely and effective resolution of issues
- Develop and manage budgets and schedules, and provide regular reports to senior management
Hire and scale a department of in-person HVAC trainers
- Hire HVAC technicians with talent for training
- Develop training materials and collateral to support in-person training
- Build and scale cost-effective training program to onboard new commercial HVAC teams
Hire and scale a department of level II phone support HVAC technicians
- Hire talented HVAC technicians with talent for clear communication
- Develop best-in-class tech support call center with metrics, software, and a high performance culture
- Develop online content, both written and video, to streamline support costs
- Analyze support data to identify opportunities to improve service and productivity
Manage existing field service team for residential customers
- Establish processes and culture for the field team to regularly hit productivity targets
- Steadily improve the service team P&L with more billable hours
- Standardize warranty approval and claim review processes
Optimize departments for high performance at low cost:
- Focus on and increase productivity and quality of service metrics throughout the customer support call center
- Establish and lead a high performance culture that promotes high performers while managing out underperformers
- Invest in our people with cross training and personnel development to build team strength and flexibility
Experience:
- Bachelor’s in relevant field (e.g., engineering, business) required
- Experience (10+ years) leading enterprise support teams
- Technical proficiency in heat pump products or related technologies.
- Past responsibility leading a department, including developing its strategic plans
- Success in a high growth company
Competencies
- Excellent communicator
- Strong analytical and problem-solving abilities
- Metrics and KPI-driven leader
- Team player
- Organized
Benefits/Perks:
- Health/Dental/Vision insurance
- 401k plan
- Stock/Equity options
- Paid Sick and Vacation time (PTO)