General Manager, Field Service Operations

About the role

ResQ is expanding its ResQ Service Group (RSG) and seeks a General Manager to lead and grow its internal HVAC/R technician program across multiple markets. This hands‑on position owns the end‑to‑end field organization, from hiring and technical standards to service operations, customer experience, and financial performance.

Key responsibilities

• Design and manage the full recruiting, onboarding, assessment, and retention process for HVAC/R technicians, including hiring service managers and lead technicians.
• Establish licensing, insurance, vehicle, tool, safety, and background‑check requirements, as well as SOPs, diagnostic standards, pricing guardrails, and escalation procedures.
• Own dispatch, capacity planning, utilization, first‑time completion, callbacks, SLAs, and customer satisfaction metrics.
• Manage the service P&L, covering labour productivity, overtime, fleet, parts, warranty expense, and gross margin.
• Develop service‑sales capabilities for repairs, replacements, maintenance agreements, and account expansion in partnership with Sales and Operations.
• Scale the operating model to new RSG markets, determining when additional internal technicians can be added.

Required profile

• 5+ years of HVAC/R experience with at least 3 years managing technicians, dispatch, or service operations.
• Proven track record hiring and developing technicians while meeting revenue, utilization, gross margin, callbacks, and customer satisfaction targets.
• Experience selling or leading service‑sales initiatives such as repairs, replacements, and maintenance agreements.
• Active Class A HVAC/R contractor license (or equivalent unrestricted state license) required for commercial work.
• Willingness to travel 25–40% across the United States and Canada.

Required skills

• HVAC/R technical expertise
• Class A HVAC/R contractor licensing