Technical Support Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Act as the main technical resource for Dandelion Energy's geothermal operations in the Mountain West region.

• Educate HVAC trade partner installers, service technicians, and owners on equipment, installation standards, commissioning, startup documentation, and service diagnostics.

• Onboard trade and builder partners, ensuring crews achieve proficiency with geothermal equipment.

• Conduct ride-alongs and provide coaching at job sites.

• Develop and maintain troubleshooting trees, service bulletins, commissioning checklists, and knowledge base articles.

• Monitor field performance and suggest enhancements to installation, commissioning, and service processes.

• Travel to various regions for training and support purposes.

• Offer technical support via phone, text, and email throughout the Mountain West.

• Troubleshoot escalated, repeat-visit, and high-priority issues in the Denver metro area.

• Diagnose heat pump refrigerant circuits, controls, fault codes, flow centers, circulators, ground loops, airside systems, auxiliary heat, backup heat, and electrical systems.

• Assist with commissioning, startup verification, and quality inspections.

• Record root causes and log interactions to identify recurring issues.

• Escalate product concerns to Engineering and OEM technical support until resolved.

• Review and assess warranty claims, confirming coverage, verifying diagnoses, and distinguishing covered defects from installation, application, or maintenance errors.

• Implement labor allowance policies and communicate warranty outcomes to partners.

• Oversee parts returns, failure analysis, and warranty recovery from manufacturers.

• Identify warranty trends and initiate corrective actions through training, bulletins, standards updates, or Engineering escalation.

• Highlight systemic quality issues, training deficiencies, and claim abuse.

• Assist with parts procurement and delivery via the regional distribution center.

⛳️ Requirements

• Minimum of 5 years of hands-on HVAC field service experience.

• EPA Section 608 certification, Type II or Universal.

• Proven ability to train tradespeople with varying levels of experience.

• Proficient in electrical diagnosis, including service sizing, voltage, contactors, sequencers, and control wiring.

• Strong judgment and diplomacy in high-pressure situations.

• Excellent written communication skills.

• Capacity to foster strong working relationships with contractor and builder partners.

• Possess a valid driver's license and maintain a clean motor vehicle record.

• Reside in or be willing to relocate to the Denver metro area.

• Direct experience with geothermal or water-source heat pumps is advantageous.

• IGSHPA Accredited Installer, IGSHPA Certified GeoExchange Designer, or NATE certification is a plus.

• Experience with hydronics, boilers, radiant systems, or well-and-pump systems is beneficial.

• Familiarity with controls, DDC, or remote system monitoring and telemetry is a bonus.

• Prior experience in delivering technical training or assessing warranty claims is an advantage.

• Experience supporting production homebuilders or new construction channels is beneficial.

• Ability to work in mechanical rooms, basements, crawlspaces, attics, unconditioned or outdoor areas, and active construction sites.

• Capability to climb ladders, work in confined spaces, and lift up to 50 pounds.

• Proficient in performing extended computer and phone work.

• Willingness to work occasional extended hours during cold-weather events.

🏝️ Benefits

• Medical coverage (including mental health), dental, vision, and pet insurance.

• 401(k) plan.

• Commuter benefits.

• Generous paid sick leave, vacation, and parental leave.

• Support for learning and development, including on-the-job training and virtual courses.

• Pet insurance.