Service Manager

About the role

Location: Northern Westchester County, NY (Yorktown Heights area preferred), field-based with regular time at our Peekskill, NY warehouse

• Team: Residential Service
• Reports to: Senior Manager, Residential Service
• Type: Full-time (exempt)

Job Details

We're hiring a Service Manager to lead our New York field service team, the technicians who keep homeowners' geothermal systems running across New York, Connecticut and Massachusetts.

Reporting to our Senior Manager, Residential Service, you'll be the person techs call on a tough job, the person homeowners trust to explain what's going on, and the person who keeps service organized, from job prep and parts to our Peekskill warehouse. This role is for an experienced HVAC technician who has moved into leading people and enjoys it.

You'll split your time between the field, the warehouse and remote work, on weekday hours with early starts. A company vehicle is provided.

Responsibilities

Lead and Develop the Technicians

• Manage the field service technicians, including senior and lead techs, with regular one-on-ones and honest, timely feedback.
• Build a development plan with each tech: skills, certifications and a path to senior or lead roles.
• Onboard new techs and run hands-on training, including ride-alongs and geothermal-specific training.
• Handle time off, timecards and overtime, keep workload fair, and address performance issues with HR as needed.

Be the Team's Technical Lead

• Help techs troubleshoot by phone, from their notes and photos, or on site.
• Decide the next step on repeat and unresolved problems (return visit, parts, a second tech, design review or the manufacturer) and whether the cause is workmanship or equipment.
• Watch remote monitoring alarms and track known equipment issues across the fleet.
• Track first-time fix rate, repeat visits and callbacks, and improve procedures based on what the data shows.
• Travel across NY, CT and occasionally MA to support techs and homeowners on site as needed.

Plan Jobs and Parts

• Review upcoming jobs for parts, tools, staffing and time, and work with Customer Care on who goes where.
• Coordinate with Operations when service techs are needed on installs, and see every open job through to resolution.
• Work with Supply Chain on parts, tools and van stock, and oversee the Peekskill warehouse, including returns.
• Own the service parts list and price book, approve tool purchases and tech expenses, and coordinate fleet vehicle issues.

Take Care of Customers

• Step in on escalations, by phone or on site, and explain technical problems to homeowners clearly and calmly.
• Approve larger estimates, and give Customer Care and our warranty team the technical facts for billing questions and warranty claims.
• Own the on-call rotation for occasional weekend emergencies and back up the on-call tech.

We're Looking for

• A leader techs respect: you earn trust by knowing the work, backing people up and being fair.
• Confidence managing performance, including the hard conversations.
• Clear, calm communication with techs, homeowners and other teams, especially under pressure.
• Strong organization and follow-through
• Patience to teach, and enjoyment in helping techs get better.
• Ownership: you make the call on next steps and fix the process behind recurring problems.

Must-haves

• 5+ years of residential HVAC field service, including heat pumps.
• 2+ years supervising field technicians, including coaching through performance issues.
• Strong diagnostic skills and the patience to teach them.
• EPA Section 608 certification (Type II or Universal).
• Experience with ServiceTitan or similar field service software.
• Willingness to be in the field when needed and to cover occasional weekend on-call.
• Valid driver's license and ability to meet company motor vehicle insurance requirements.

Bonus Points for

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

Why Dandelion

Dandelion Energy is at the forefront of the transition to clean, efficient home energy. Our team has delivered thousands of high-quality geothermal installations across the country, helped elevate geothermal heat pumps nationally, and played a meaningful role in advancing electrification-friendly policy at both the local and federal levels.

We’re a multidisciplinary, mission-driven team spanning hardware engineering, HVAC, drilling, solar finance, behavioral economics, and startup operations. Together, we’re building something complex, impactful, and designed to scale … work that directly shapes how homes are powered for decades to come.

At Dandelion, you’ll find a collaborative, fast-paced, and inclusive culture where curiosity, ownership, and cross-functional teamwork are core to how we operate. Our nationwide team is united by a shared commitment to sustainability and a belief that clean, affordable heating and cooling should be the standard.

We’re driving a wholesale shift in how homes are heated and cooled. Join us.

Benefits & Perks

• Medical (including mental health), dental, vision, and pet insurance
• 401(k) plan
• Commuter benefits
• Generous paid sick leave, vacation, and parental leave
• Learning & development support, including on-the-job training and virtual courses
• Pet insurance