Sustaining Operations Lead

About UsFor roughly 500,000 years, humans have been burning stuff to heat our homes, light our homes, and power our machines. It’s 2025, people. Let’s change that. Right now, homes account for roughly 20% of the world’s carbon emissions. Here at Elephant Energy, we know that there is a better way. As a certified B Corp, we are committed to building a one-stop shop that makes it easy to upgrade to a climate-friendly home. We enable homeowners to confidently make the switch to modern, electric technologies and get their homes off fossil fuels – all at once, or over time.We are launching a new role on our Massachusetts team. The Sustaining Operations Lead will report to the MA General Manager. This role ensures our installed electrification projects continue to perform at the highest level post-installation.You’ll spend roughly 50% of your time in the field and 50% in the office (more field time in the early months to address existing equipment issues, then shifting toward more office-based responsibilities). You’ll play a big role in the post-install experience – service, maintenance, callbacks, and customer support – ensuring stability, technical quality, and homeowner satisfaction.This role is not the first responder for every callback or service request. Instead, you are the fleet health owner and last-resort escalation point, stepping in when installer and service partners cannot resolve the toughest problems. You will create the learning loop that ensures every issue leads to systemic improvements as reviewed by our centralized support Operations Enablement Team. Your work will be critical to protecting trust with our customers and trade partners while delivering Elephant’s Service and Maintenance Program across Massachusetts.What you will be doingBig ThingsOwn Fleet Health: take ownership of the performance and “health” of our installed fleet, ensuring systems function as intended and customers remain confident in their investment.Escalation & Field Work: serve as the final escalation point in our service pathway—not the first responder. Step in only when installer or service partners cannot resolve an issue, particularly for complex or high-stakes problems (less than 5% of cases).Document issues, interventions, and equipment changes thoroughly to give central teams visibility into systemic trends and opportunities.What you will do nextEscalation & Field WorkPerform in-field diagnostics and interventions as needed, delivering timely, high-quality solutions that protect customer trust.Manage and support Service Partners, especially on challenging technical issues.Create a Learning LoopConduct root cause analysis on recurring issues and feed insights back to HCAs, PMs, and trade partners.Partner with Operations Enablement and Solutions Engineering to reduce callbacks by achieving “Quality by Design.”Provide supplemental training or coaching when recurring issues surface.Enable Teams & PartnersProvide technical guidance and field coaching to local teams (PMs, HCAs, GM) in collaboration with the centralized Operations Enablement team.Support installer onboarding, training, and enablement in partnership with the Operations Enablement team.Deliver in-market training sessions based on centrally developed curriculum, contributing insights and expertise where needed.Other ThingsSupport the rollout of structured preventative maintenance programs.Help ensure the MA market team is equipped with technical insights and troubleshooting playbooks.Strengthen the customer journey by ensuring technical support is available for both customers and employees post-install.You\'re a Great Fit For This Role IfYou bring technical expertise in heat pumps, with hands-on field experience (Mitsubishi training strongly preferred).You have service technician experience and enjoy both problem-solving and teaching others.You’re an excellent communicator—capable of translating technical field issues into systemic improvements.You are skilled at assessing partner quality and managing ongoing relationships with contractors.You thrive in a startup environment—self-directed, solutions-oriented, and motivated to improve processes.Indicators this may not be the right role for youYou have trouble looking beyond individual service calls to see the bigger picture of fleet health and overall system performance.You aren’t interested in root cause analysis, documentation, or driving systemic improvements.You don’t enjoy coaching, training, or partner enablement—this role requires building capacity in others, not just solving problems yourself.You prefer highly structured environments; our startup reality requires adaptability, initiative, and balancing field work with office-based responsibilities.You’re unable to travel for initial training in Colorado or you don’t have reliable transportation to cover the Massachusetts service area.Total Compensation$75,000 - $90,000 base salaryStock options, commensurate with experience and in line with internal equity bands75% employer-paid health, dental, and vision401(k) with 6% company matchUnlimited PTO and 10+ company holidaysHome electrification incentivesRemote-first work cultureLocationLocation: This position requires in-person work in Eastern MA (incl. Boston & Greater Boston) / Broomfield, CO. We are a Hybrid company with Herdquarters in Broomfield and get together as a team semi-annually in Colorado.Join the HERD We are shaping the future of Elephant Energy by fostering a team that reflects and supports the communities we serve.You can read more about our commitment to diversity and inclusion here. We especially encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQ+ people and people with disabilities. We are an equal opportunity employer and prohibit discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, national origin, age or any other status protected under applicable lawIf you require a reasonable accommodation that would better enable your success during the application or interview process, please let us know. #J-18808-Ljbffr