Geothermal HVAC Support Manager

GEOTHERMAL HVAC SUPPORT MANAGER 📍 Location: Denver (Hybrid) 👥 Team: Customer Success 🧭 Reports to: Director of Technical Support 💼 Type: Full-time (exempt) ✈️ Travel: ~20% occasional overnight travel 📌 JOB DETAILS Dandelion Energy is seeking an experienced HVAC field service professional to serve as the primary technical resource for our Mountain West geothermal operations. Reporting to the Director of Technical Support, this individual will partner with trade partners, builder partners, and internal teams to ensure geothermal heat pump systems are installed, commissioned, and serviced to Dandelion standards. Core responsibilities span field diagnostics, technician training, warranty evaluation, and the continuous improvement of our technical documentation and processes. The trade partner technicians supported in this role bring established HVAC competence across air-source, gas, and hydronic equipment. The focus of this position is the geothermal-specific work layered on top of that foundation, from integrating a heat pump with the ground loop to interpreting fault codes and system behaviors that fall outside conventional HVAC experience. The Service Manager will teach these competencies, verify them at commissioning and on job sites, and provide expert support that reduces service calls and warranty claims across the region. This position works cross-functionally with Engineering, Operations, Procurement, Customer Care, and Warranty Administration, and serves as the field's voice in identifying recurring issues and driving them to resolution. The role is structured approximately as 40% training and enablement, 30% technical support and field troubleshooting, and 30% warranty. Standard schedule is Monday–Friday, 8am–5pm. While there are occasional exceptions requiring work outside this schedule, this is not an on-call role. 🛠️ RESPONSIBILITIES HVAC Technical support & field troubleshooting - Own technical HVAC support for trade partners, builder partners, and internal teams across the Mountain West, diagnosing live by phone, text, and email, and on-site for escalated, repeat-visit, and high-priority issues. - Diagnose across the full system: heat pump refrigerant circuit, controls and communicating-system fault codes, flow centers and circulators, ground loop performance, airside setup and distribution, auxiliary and backup heat, and electrical. - Help partners distinguish geothermal-specific conditions from conventional HVAC faults, and document root cause on every escalation. - Support commissioning, startup verification, and quality inspections, catching installation issues before they become service calls. - Escalate genuine product issues to Engineering and OEM technical support, and own them through to resolution on the partner's behalf. Training & enablement - Deliver hands-on and classroom training to trade partner installers, service technicians, and owners, covering equipment, installation standards, commissioning, and service diagnostics. - Onboard new trade and builder partners, bringing their crews to competence quickly on equipment that is new to them. - Conduct jobsite ride-alongs and coaching, the highest-leverage training available because it happens on a real system with a real problem. - Build and maintain technical documentation, including troubleshooting trees, service bulletins, commissioning checklists, and knowledge base articles. Warranty - Review and evaluate warranty claims, distinguishing covered defects from installation, application, or maintenance error. - Apply labor allowance policy consistently, and communicate decisions — including denials — directly to partners with clear technical reasoning. - Manage parts return, failure analysis, and warranty recovery from equipment manufacturers. - Identify recurring warranty trends by product, partner, crew, and failure mode, and drive corrective action through training, service bulletins, standards updates, or escalation. ✅ Must-Haves: - 5+ years of hands-on HVAC field service experience. - EPA Section 608 certification (Type II or Universal). - Proven ability to train and coach technicians across a range of experience levels. - Strong electrical diagnostic skills, including service sizing, voltage, contactors, sequencers, and control wiring. - Sound judgment and professionalism when handling difficult conversations and warranty decisions with partners. - Clear written and verbal communication. - Ability to build strong, lasting relationships with contractor and builder partners. - Valid driver's license with a driving record that meets company insurance requirements. - Located in or willing to relocate to the Denver metro area. 💪 Physical Requirements: - Work in mechanical rooms, basements, crawlspaces, attics, and unconditioned or outdoor spaces in all seasons, including active construction sites. - Ability to climb ladders, work in confined spaces, and lift up to 50 pounds. - Extended computer and phone work between site visits. - Support volume peaks during heating season, including occasional extended hours during cold-weather events. 🌟 Bonus points for: - Direct geothermal or water-source heat pump experience. - IGSHPA Accredited Installer, IGSHPA Certified GeoExchange Designer, or NATE certification. - Hydronics, boiler, radiant, or well-and-pump experience. - Experience with communicating controls, DDC, or remote system monitoring and telemetry. - Prior experience delivering technical training or evaluating warranty claims. - Experience supporting production homebuilders or new-construction channels. 🌼 ABOUT DANDELION Dandelion Energy is transforming how homes are heated and cooled—starting from (below) the ground up. As the nation’s leading residential geothermal company, we design, install, and maintain all-in-one heating and cooling systems that are cleaner, quieter, more affordable, and up to 4× more efficient than traditional HVAC. Our focus is on large, enterprise deployments with major homebuilders, helping bring geothermal to more homes, faster. Backed by Google Ventures (GV) and other top tech investors, our end-to-end geothermal solution is challenging the status quo in residential heating and cooling. We’re scaling strategically and intentionally to meet growing demand. Our mission is simple and bold: to make geothermal the default choice for heating and cooling in the U.S. 🌳 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