VP Enterprise Support

2 months ago

Arlington, United States Dandelion Energy Full time
Job DescriptionJob DescriptionVP Enterprise Support

As the Vice President of Enterprise Support, you will play a critical role in leading and managing all aspects of our Dandelion's HVAC support operations for our Home Builder and Commercial customers. This position reports to the COO. You will lead a team of support professionals and HVAC experts, working to train and support our enterprise customers as they install Dandelion heat pumps in their developments and buildings. This role requires a combination of strategic thinking, technical expertise, and customer focus.

This role is a hybrid position based out of our DC headquarters in Courthouse, Arlington. Our fun, lively office is one block from Courthouse metro station (Orange and Silver lines), and only a 10 min drive / 20 min bike ride from downtown DC. Equally accessible from Northern VA, Bethesda, etc.

Key Responsibilities:Lead our enterprise support organization working with our most important clients
  • Build relationships with key enterprise customers, serving as their trusted advocate.
  • Drive a customer-centric mindset to ensure timely and effective resolution of issues.
  • Analyze support data to identify opportunities to improve service and productivity
  • Develop and manage budgets and schedules, and provide regular reports to senior management.
Hire and scale a team of in-person HVAC trainers
  • Hire expert HVAC technicians with talent for training
  • Build and scale cost-effective training program to onboard new commercial HVAC teams
Hire and scale a team of level II phone support HVAC technicians
  • Hire talented HVAC technicians with talent for clear communication
  • Develop best-in-class tech support call center with metrics, software, and a high performance culture
  • Implement robust incident management and escalation procedures
  • Collaborate with the engineering team to resolve complicated cases and integrate feedback into product improvements
Design and build training and support content for installers
  • Develop training materials and collateral to support in-person training
  • Develop written and video content for online access by our customers
  • Collaborate with our technology subcontractor to maintain and update Dandelion's support website with new content
Manage Warranty claims
  • Build small team of warranty processing technicians
  • Develop standards for approving or rejecting warranty claims
Experience:
  • Prefer experience with home builders or adjacent buyers.
  • Bachelor's in relevant field (e.g., computer science, engineering, business) is required
  • Experience (10+ years) leading enterprise HVAC support teams
  • Technical proficiency in heat pump products and technologies.
  • Past responsibility leading a department, including developing its strategic plans
  • Success in a high growth company
Competencies
  • Excellent communicator
  • Strong analytical and problem-solving abilities
  • Team player
  • Organized
Benefits/Perks:
  • Health/Dental/Vision insurance
  • 401k plan
  • Stock/Equity options
  • Paid Sick and Vacation time (PTO)
Compensation: 175k-200kYou'll love working at Dandelion because:

Since spinning out of Google X in 2017, Dandelion Energy has been electrifying home heating by building and installing innovative geothermal heat pump products. We both work directly with homeowners and count some of the nation's largest home builders as our customers. Our team has raised the profile of geothermal heat pumps nationally, designed and built the nation's most efficient residential heat pump, successfully advocated for electrification-friendly policy change on the local and national levels, and completed high quality installations of thousands of geothermal heat pumps throughout the Northeast US.

Our talented team consists of experts in hardware engineering, HVAC installation, drilling, solar financing, behavioral economics, and high-growth operations amongst many other backgrounds. Motivated by the potential to catalyze and scale a widespread transition to sustainable and affordable heating and cooling, our work is both complex yet rewarding. We are working to create a wholesale shift in how people heat and cool their homes — join us

Dandelion Energy is an equal opportunity employer committed to diversity and inclusion. We encourage qualified individuals from all backgrounds to apply for this position.To apply, please submit your resume and cover letter detailing your relevant experience and qualifications to [contact email/website]. We thank all applicants for their interest, but only those selected for an interview will be contacted.



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