General Manager, Field Service Operations

ResQ • Austin, TX

2d • Onsite

About The Position

ResQ is seeking a General Manager, Field Service Operations to build and grow its new commercial services line, ResQ Service Group (RSG), specifically focusing on its internal HVAC/R technician program. This role involves end-to-end ownership of the field organization, including technician hiring, technical standards, service operations, customer experience, and financial performance. The ideal candidate will have deep HVAC/R expertise and the ability to establish a high-performing commercial service organization that can be replicated across multiple markets.

Requirements

• 5+ years of HVAC/R experience
• 3+ years managing technicians, dispatch, or service operations
• Strong commercial HVAC/R experience
• Technical ability to diagnose difficult jobs and assess technician competency
• Proven experience hiring and developing technicians while owning key service metrics such as revenue, utilization, gross margin, callbacks, and customer satisfaction
• Experience selling or leading service sales, including repairs, replacements, maintenance agreements, or account expansion
• Must hold an active Class A HVAC/R contractor license, or equivalent unrestricted state license, required to perform and supervise commercial HVAC/R work in the state where the role is based
• Ability to travel approximately 25–40%
• Ability to travel between Canada and the United States

Nice To Haves

• Residential-only experience is insufficient

Responsibilities

• Build and lead the recruiting, assessment, onboarding, and retention process for HVAC/R technicians.
• Hire and develop service managers, lead technicians, and field technicians through clear performance standards, ride-alongs, technical audits, coaching, and corrective action.
• Establish licensing, insurance, vehicle, tool, safety, and background-check requirements.
• Define technical SOPs, diagnostic standards, job documentation, pricing guardrails, and escalation procedures.
• Own dispatch, capacity, utilization, first-time completion, callbacks, SLAs, and customer satisfaction.
• Own the service P&L, including labor productivity, overtime, fleet, parts, warranty expense, and gross margin.
• Build service-sales capabilities across repairs, replacements, maintenance agreements, and account expansion.
• Partner with Sales and Operations on estimating, scope validation, and complex opportunities.
• Drive efficient service operations and determine when markets can support additional internal technicians.
• Build a repeatable operating model that can be successfully launched and scaled across new RSG markets.

Benefits

• ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users.
• ResQ is an equal opportunity employer.
• We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law.
• ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed