General Manager, Field Service Operations

About Us

ResQ is an all-in-one facilities management platform built for fast-growing facilities and trades businesses. Thousands of service companies trust ResQ to streamline their repair and maintenance operations while enhancing profitability. Our mission to "create economic empowerment for the service industry" drives everything we do. We are deeply committed to supporting local trades and facilities—the vital backbone of our communities. These unsung heroes pour years of grit, sweat, and sacrifice into building their companies, often facing significant challenges, including intense competition from larger corporations with substantial resources and market advantages.

ResQ is changing that by providing local businesses with intelligent, AI-powered tools that enable them to operate more efficiently, intelligently, and profitably. We believe that when local service businesses succeed, entire communities thrive. ResQ recently launched ResQ Service Group (RSG), a new commercial services line focused on repair, maintenance, and service solutions for multi-site commercial facilities. As we scale RSG, we’re hiring a General Manager, Field Service Operations to build and grow our internal HVAC/R technician program.

Responsibilities

• Build & Lead Technicians: Build the recruiting, assessment, onboarding, and retention process for HVAC/R technicians. Hire and develop service managers, lead technicians, and field technicians through clear performance standards, ride-alongs, technical audits, coaching, and corrective action.
• Technical & Field Operations: Establish licensing, insurance, vehicle, tool, safety, and background-check requirements, along with technical SOPs, diagnostic standards, job documentation, pricing guardrails, and escalation procedures. Own dispatch, capacity, utilization, first-time completion, callbacks, SLAs, and customer satisfaction.
• Commercial & Financial Performance: Own the service P&L, including labor productivity, overtime, fleet, parts, warranty expense, and gross margin. Build service-sales capabilities across repairs, replacements, maintenance agreements, and account expansion, partnering with Sales and Operations on estimating, scope validation, and complex opportunities.
• Scale Service Operations: Drive efficient service operations and determine when markets can support additional internal technicians. Build a repeatable operating model that can be successfully launched and scaled across new RSG markets.

Requirements

• 5+ years of HVAC/R experience and 3+ years managing technicians, dispatch, or service operations.
• Strong commercial HVAC/R experience and the technical ability to diagnose difficult jobs and assess technician competency; residential-only experience is insufficient.
• Proven experience hiring and developing technicians while owning key service metrics such as revenue, utilization, gross margin, callbacks, and customer satisfaction.
• Experience selling or leading service sales, including repairs, replacements, maintenance agreements, or account expansion.
• Must hold an active Class A HVAC/R contractor license, or equivalent unrestricted state license, required to perform and supervise commercial HVAC/R work in the state where the role is based.
• Ability to travel approximately 25–40% and to travel between Canada and the United States.

About the Team

We are a mission-driven team with a big vision to revolutionize the service industry. Building a startup is hard, and turning vision into reality in a fast-growing environment takes superhuman effort—often one of the most difficult yet rewarding experiences. We strive for transparency during all stages of the interview process and have centralized key information to help you learn more about us. For additional insights, visit our Talent Notion page.