Apply on Employer Site

Elephant Energy · 4 months ago

HVAC Technical Lead

Boston, MA

Full-time

Onsite

Senior Level, Lead/Staff

$75K/yr - $90K/yr

Elephant Energy is a certified B Corp committed to building climate-friendly homes by enabling homeowners to transition to modern, electric technologies. The HVAC Technical Lead will ensure the performance of installed electrification projects, providing technical support, conducting diagnostics, and facilitating systemic improvements in collaboration with teams and partners.

EnergyRenewable EnergySustainability

Responsibilities

Take ownership of the performance and "health" of our installed fleet ensuring systems function as intended and customers remain confident in their investment

Actively monitor fleet performance, coordinate preventative maintenance, and ensure all customer issues have a clear path to resolution

Document issues, interventions, and equipment changes thoroughly, giving central teams visibility into systemic trends and opportunities

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 (<5% of cases)

Perform 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

Conduct 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

Provide 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

Support 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

Qualification

Heat pumps expertiseService technician experienceRoot cause analysisTechnical communicationCoaching skillsRelationship managementProblem-solvingAdaptability