Technical Support Manager
Location
Denver (remote-based)
Team
Technical Support
Reports to
Head of Technical Support
Type
Full-time (exempt)
Travel
~20%; occasional overnight travel elsewhere in the Mountain West and to other regions for training and escalated support
Responsibilities
Training & continuous improvement (40%)
Deliver hands-on and classroom training to trade partner installers, service technicians, and owners
Onboard new trade partners and builder partners, and bring their crews to competence quickly on equipment that is new to them
Conduct ride-alongs and jobsite coaching
Build and maintain technical documentation
Monitor field performance and recommend improvements to installation quality, commissioning, and service processes
Travel occasionally to other regions to deliver training and support alongside teammates
Technical support & field troubleshooting
Serve as the primary technical contact for HVAC trade partners, builder partners, and internal teams across the Mountain West region
Diagnose live while the technician is standing at the equipment
Provide on-site troubleshooting for escalated, repeat-visit, and high-priority issues
Help partners distinguish geothermal-specific conditions from conventional HVAC faults, and coach them toward a repeatable diagnostic sequence rather than a one-time answer
Support commissioning activities, startup verification, and quality inspections
Document root cause on every escalation, distinguishing equipment defects from design, installation, commissioning, application, and maintenance errors
Log interactions so patterns become visible: recurring faults, partners with elevated call volume, and equipment issues worth escalating
Escalate genuine product issues to Engineering and OEM technical support, and own them through to resolution on the partner's behalf
Warranty
Review and evaluate warranty claims from trade partners
Assess coverage, verify the diagnosis, and determine whether a failure is a covered defect or the result of 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: targeted training, service bulletins, standards updates, or escalation to Engineering
Flag claim patterns suggesting a systemic quality issue, a training gap, or claim abuse, and partner with regional leadership on the response
Absorb as needed with parts procurement and delivery to trade partners through the regional distribution center
Key performance indicators
Technical response time and escalation resolution time
First-time technical resolution and repeat service call reduction
Warranty cost per installed system, warranty trend reduction, and claim turnaround time
Commissioning and installation quality
Trade partner and builder partner satisfaction
Mandatory qualifications
5+ years of hands-on HVAC field service experience
EPA Section 608 certification, Type II or Universal
Demonstrated ability to teach working tradespeople across experience levels
Comfort with electrical diagnosis — service sizing, voltage, contactors, sequencers, and control wiring
Sound judgment and diplomacy under pressure
Clear written communication
Valid driver's license and a clean motor vehicle record
Likely located in or willing to relocate to the Denver metro area
Bonus points
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