General Manager, Field Service Operations

Job description

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. Many local service businesses face intense competition from larger corporations equipped with substantial resources and market advantages. ResQ is changing that by providing local businesses with intelligent, AI-powered tools that enable these businesses to operate more efficiently, intelligently, and profitably. We believe that when local service businesses succeed, entire communities 🫶 thrive. That’s why ResQ is dedicated to empowering the individuals who keep our world running smoothly. Keep reading to learn more about the problem we are solving for our customers! 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. You will own the field organization end-to-end, from technician hiring and technical standards to service operations, customer experience, and financial performance. This is a hands-on role for someone with deep HVAC/R expertise who can build a high performing commercial service organization and replicate it across multiple markets. What you will do: - 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 labour 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. Who You are: - 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. Want to learn more? 👀 Keep Reading! We are a mission-driven team and have a big vision to revolutionize the service industry. While on that journey, we recognize that building a startup is very hard. Turning vision into reality in a fast-growing environment takes superhuman efforts and is often one of the most difficult, yet rewarding, things one can do. We do our best to ensure transparency during all stages of the interview process but we realize it's a lot of information 📚 to take in at once so we wanted to centralize everything to make it easier for you to navigate through. We have created a Talent Notion page which will help you learn more about us during the recruitment process. WE ARE SPILLING THE TEA 🫖 ON ALL THINGS RESQ, CLICK HERE https://www.notion.so/getresq/Joining-ResQ-e32fcd0e5d4b4278b7f99e45004c0b2e IF YOU WANT ACCESS TO THE INSIDE SCOOP 💬 TELL YOUR FRIENDS, BECAUSE SHARING 🫶 IS CARING 🧡 _____________________________________________________________ ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users. ResQ is an equal opportunity employer. We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law. ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process. Not Sure You Meet all the Requirements? We know the confidence gap https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you!