Service Manager

Dandelion Energy • Peekskill, NY

5d • Hybrid

About The Position

Dandelion Energy is hiring a Service Manager to lead its New York residential field service team, which maintains homeowners’ geothermal systems across New York, Connecticut, and Massachusetts. The role reports to the Senior Manager, Residential Service and is based in Northern Westchester County, with the Yorktown Heights area preferred, regular time at the Peekskill, NY warehouse, and work split between the field, warehouse, and remote work. Weekday hours include early starts, and a company vehicle is provided.

This position is suited to an experienced HVAC technician who has moved into people leadership. The Service Manager leads and develops technicians, provides technical guidance on troubleshooting and escalations, plans jobs and parts, oversees warehouse and service resources, and helps ensure customer issues are resolved. The manager also owns the on-call rotation for occasional weekend emergencies and backs up the on-call technician.

Requirements

• At least 5 years of residential HVAC field service experience, including heat pumps.
• At least 2 years supervising field technicians, including coaching through performance issues.
• Strong diagnostic skills and patience in teaching them.
• EPA Section 608 certification, Type II or Universal.
• Experience with ServiceTitan or similar field service software.
• Willingness to work in the field as needed and cover occasional weekend on-call.
• Valid driver’s license and ability to meet company motor vehicle insurance requirements.
• Ability to communicate clearly and calmly with technicians, homeowners, and other teams, especially under pressure.
• Strong organization and follow-through.
• Confidence managing performance, including difficult conversations.
• Patience and interest in teaching and helping technicians improve.
• Ownership and judgment in deciding next steps and addressing the processes behind recurring problems.

Nice To Haves

• Geothermal or water-source heat pump experience, including Enertech, AAON, Bosch, or Samsung VRF.
• IGSHPA accreditation or NATE certification.
• Experience with parts inventory, a price book, or manufacturer warranty claims.

Responsibilities

• Manage field service technicians, including senior and lead technicians, through regular one-on-ones and timely feedback.
• Create development plans for technicians covering skills, certifications, and progression to senior or lead roles.
• Onboard technicians and conduct hands-on and geothermal-specific training, including ride-alongs.
• Manage time off, timecards, overtime, workload fairness, and performance issues in coordination with HR as needed.
• Help technicians troubleshoot by phone, using notes and photos, or on site.
• Determine next steps for repeat and unresolved issues, including return visits, parts, additional technicians, design review, or manufacturer support, and assess whether issues stem from workmanship or equipment.
• Monitor remote equipment alarms and track known equipment issues across the fleet.
• Track first-time fix rates, repeat visits, and callbacks, and improve procedures based on data.
• Travel across New York and Connecticut, and occasionally Massachusetts, to support technicians and homeowners on site.
• Review upcoming jobs for parts, tools, staffing, and time, and coordinate assignments with Customer Care.
• Coordinate with Operations when service technicians are needed on installations and follow open jobs through resolution.
• Coordinate with Supply Chain on parts, tools, and van stock, and oversee the Peekskill warehouse, including returns.
• Maintain the service parts list and price book, approve tool purchases and technician expenses, and coordinate fleet vehicle issues.
• Handle customer escalations by phone or on site and explain technical problems clearly and calmly to homeowners.
• Approve larger estimates and provide technical information to Customer Care and the warranty team for billing questions and warranty claims.
• Own the on-call rotation for occasional weekend emergencies and back up the on-call technician.

Benefits

• Medical insurance, including mental health coverage.
• Dental insurance.
• Vision insurance.
• Pet insurance.
• 401(k) plan.
• Commuter benefits.
• Generous paid sick leave and vacation.
• Parental leave.
• Learning and development support, including on-the-job training and virtual courses.

What This Job Offers

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