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 advocateDrive a customer-centric mindset to ensure timely and effective resolution of issuesDevelop and manage budgets and schedules, and provide regular reports to senior managementHire and scale a department of in-person HVAC trainers Hire HVAC technicians with talent for trainingDevelop training materials and collateral to support in-person trainingBuild and scale cost-effective training program to onboard new commercial HVAC teamsHire and scale a department of level II phone support HVAC technicians Hire talented HVAC technicians with talent for clear communicationDevelop best-in-class tech support call center with metrics, software, and a high performance cultureDevelop online content, both written and video, to streamline support costsAnalyze support data to identify opportunities to improve service and productivityManage existing field service team for residential customers Establish processes and culture for the field team to regularly hit productivity targetsSteadily improve the service team P&L with more billable hoursStandardize warranty approval and claim review processesOptimize departments for high performance at low cost: Focus on and increase productivity and quality of service metrics throughout the customer support call centerEstablish and lead a high performance culture that promotes high performers while managing out underperformersInvest in our people with cross training and personnel development to build team strength and flexibilityExperience: Bachelor's in relevant field (e.g., engineering, business) requiredExperience (10+ years) leading enterprise support teamsTechnical proficiency in heat pump products or related technologies.Past responsibility leading a department, including developing its strategic plansSuccess in a high growth companyStrong analytical and problem-solving abilitiesMetrics and KPI-driven leaderTeam playerOrganized401k planStock/Equity optionsPaid Sick and Vacation time (PTO)You'll love working at Dandelion because: Since spinning out of Google X in 2017, Dandelion Energy has been electrifying home heating by building and installing innovative geothermal heat pump products. We both work directly with homeowners and count some of the nation's largest home builders as our customers. Our team has raised the profile of geothermal heat pumps nationally, designed and built the nation's most efficient residential heat pump, successfully advocated for electrification-friendly policy change on the local and national levels, and completed high quality installations of thousands of geothermal heat pumps throughout the Northeast US.
Our talented team consists of experts in hardware engineering, HVAC installation, drilling, solar financing, behavioral economics, and high-growth operations amongst many other backgrounds. Motivated by the potential to catalyze and scale a widespread transition to sustainable and affordable heating and cooling, our work is both complex yet rewarding. We are working to create a wholesale shift in how people heat and cool their homes — join us!
Dandelion Energy is an equal opportunity employer committed to diversity and inclusion. We encourage qualified individuals from all backgrounds to apply for this position.To apply, please submit your resume and cover letter detailing your relevant experience and qualifications to [contact email/website]. We thank all applicants for their interest, but only those selected for an interview will be contacted.
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