Service Manager

Dandelion Energy • Peekskill, NY

3d

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. Reporting to the Senior Manager, Residential Service, the Service Manager supports technicians in the field, communicates technical issues to homeowners, and organizes service operations, including job preparation, parts, and the Peekskill warehouse.

This role is suited to an experienced HVAC technician who has moved into people leadership. Work is split between the field, the Peekskill warehouse, and remote work, on weekday hours with early starts. A company vehicle is provided.

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 others.
• 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, including under pressure.
• Strong organization, follow-through, and confidence managing performance, including difficult conversations.

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.
• Patience and enjoyment in teaching and helping technicians improve.

Responsibilities

• Manage and develop field service technicians, including senior and lead technicians, through regular one-on-ones, timely feedback, and individual development plans.
• Onboard technicians and provide hands-on training, including ride-alongs and geothermal-specific training.
• Manage time off, timecards, overtime, workload fairness, and performance issues in coordination with HR as needed.
• Provide technical guidance to technicians by phone, using notes and photos, or on site.
• Determine next steps for repeat or unresolved problems, including return visits, parts, additional technicians, design review, or manufacturer support, and assess whether issues are due to 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 as needed.
• Review upcoming jobs for parts, tools, staffing, and time, and coordinate technician assignments with Customer Care.
• Coordinate with Operations when service technicians are needed on installations and ensure open jobs are resolved.
• Work 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.
• Approve larger estimates and provide Customer Care and the warranty team with technical information 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