Technical Support Manager

About this role

📍 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

📌 JOB DETAILS

This role is the primary technical resource for Dandelion Energy's Mountain West geothermal operations. You will support HVAC trade partners, builder partners, and internal teams to ensure geothermal systems are installed, commissioned, and serviced to Dandelion standards — training partner technicians, troubleshooting live issues, evaluating warranty claims, and feeding what you learn back into our documentation and processes.

The technicians you'll support come to us with a range of backgrounds — some with years on air-source, gas, and hydronic equipment, some earlier in their careers — but all of them arrive with core HVAC competence, which our trade partners bring to the relationship and this role does not backfill. What's new is our equipment and the geothermal-specific work around it: tying a heat pump into the ground loop, setting up flow centers and circulators, mixing and documenting glycol to the right concentration, and reading fault codes and system behaviors that don't map onto their prior work. You'll teach those specifics, verify them at commissioning and on jobsites, and — when something does go wrong — help a technician with expert advice. Done well, most of this job shows up as the service call and the warranty claim that never happens.

You'll work closely with Engineering, Operations, Procurement, Customer Care, and Warranty Administration, and you'll be the field's voice in identifying recurring issues and driving them to resolution.

Roughly how the time splits: 40% training and enablement · 30% technical support and field troubleshooting · 30% warranty.

🛠️ RESPONSIBILITIES

TRAINING & CONTINUOUS IMPROVEMENT (~40%)

- Deliver hands-on and classroom training to trade partner installers, service technicians, and owners — covering our equipment lineup, installation standards, commissioning and startup documentation, and service diagnostics.

- 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 — the highest-leverage training we do, because it happens on a real system with a real problem.

- Build and maintain technical documentation: working with your team mates across the country, build troubleshooting trees, service bulletins, commissioning checklists, and knowledge base articles. What you learn on a call should be reusable by the next person who takes one.

- 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 (~30%)

- Serve as the primary technical contact for HVAC trade partners, builder partners, and internal teams across the Mountain West region — by phone, text, and email, diagnosing live while the technician is standing at the equipment.

- Provide on-site troubleshooting for escalated, repeat-visit, and high-priority issues across the Denver metro.

- 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 coach them toward a repeatable diagnostic sequence rather than a one-time answer.

- Support commissioning activities, startup verification, and quality inspections — catching installation issues before they become service calls.

- 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 (~30%)

- Review and evaluate warranty claims from trade partners — assessing coverage, verifying the diagnosis, and determining 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.

- Assist 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

✅ MUST-HAVES

- 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. You can walk a technician — veteran or newer — through an unfamiliar system over the phone without taking over, and explain

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