Field Support Manager

Hoffman & Hoffman•Greensboro, NC

46d•Hybrid

About The Position

This role leads our Rep Services’ effort across the territory, with a clear focus on startup and warranty service, not routine maintenance. You and your team will be advanced technical experts representing both Hoffman Hydronics and our manufacturers in the field, making sure systems start up correctly and warranty issues are handled with confidence and care. You will build and guide a small team of specialists, connect owners with qualified maintenance providers, and work closely with manufacturers’ technical and applications support teams to keep projects on track and customers loyal. It’s a mix of hands-on technical leadership, team building, and strategic territory support for equipment sales. You won’t just lead the work — you’ll help teach it. This role is for someone who enjoys sharing knowledge, developing technicians, and helping customers better understand their systems. The right candidate can walk into a mechanical room, solve problems, and then turn that experience into useful coaching for operators, service partners, and the HHY team. Lead classes and hands-on training on boilers, pumps, hydronic systems, controls, startup procedures, and mechanical-room best practices. Train owner-operators and maintenance personnel on proper system operation, routine care, and what to do when problems occur. Coach technicians on brand-specific startup, troubleshooting, documentation, and warranty expectations. Help turn field experience into practical training materials, startup checklists, and knowledge tools the team can use every day. Raise the technical confidence of both customers and internal teams by explaining complex systems in a clear, practical way.

Requirements

Several years of commercial/industrial HVAC or boiler/hydronic field experience, including startup, commissioning, or warranty service.
Strong hands-on knowledge of boilers, pumps, water heaters, and controls, with the ability to read piping schematics, wiring diagrams, and engineering specs.
Experience leading or mentoring technicians, or a clear desire to step into a leadership role focused on building a team and raising standards.
Confident communicator who can keep owners and contractors calm, informed, and on track during stressful service situations.
Comfortable working closely with manufacturers’ technical support teams and representing both the factory and Hoffman Hydronics in the field.
Organized, focused documentation, and ready to use technology to capture knowledge and standardize procedures.
Valid driver’s license and willingness to travel regionally for site work, recruiting, and training.

Responsibilities

Lead startup and warranty activities on boilers, pumps, water heaters, controls, and related hydronic systems for projects across our territory.
Verify installations and system performance against manufacturer recommendations and engineering design intent, and ensure systems are operating properly before you leave the site.
Coordinate and support warranty issue resolution, including diagnostics, documentation, and communication with manufacturers and customers in time-sensitive situations.
Build out a Rep Services team: define the skillsets needed, recruit and interview candidates, and help make key hiring decisions.
Coach the Rep Service Manager and field technicians on startup quality, troubleshooting, documentation, and customer communication.
Maintain strong, trust-based relationships with manufacturers’ technical services and applications teams and represent their interests professionally in the field.
Help develop standard HHY startup procedures, a service knowledge database, and digital tools that make technicians more effective.
Work with sales and parts teams to share field insights and support equipment and aftermarket sales efforts throughout the territory.