HVAC Service and Aftermarket Manager

HVAC Service and Aftermarket Manager

Company: AIIR Products (AIIR Holdings Inc.)

Reports to: Director, Product Management

Location: Dallas, TX hybrid, with regular field travel

Employment type: Full-time, exempt

Travel: Up to 3040% to job sites, service partners and customers

Role

The HVAC Service and Aftermarket Manager owns the post-sale customer experience and drives aftermarket revenue. You will support installation and commissioning of through-the-wall packaged heat pumps on new construction and renovation projects, resolve field service issues, manage warranty claims, train and certify our network of service partners, define our technician app and field database portal, and support customers and the sales team from the inside. You are the technical voice of AIIR once equipment is installed and a key reason customers buy from us again.

Key Responsibilities

Field Service and Technical Support

• Act as the first escalation point for field issues on AIIR VTAC and HVAC equipment, from start-up to end of life.
• Diagnose problems remotely by phone, video and photos; dispatch service partners or travel on-site when needed.
• Escalate complex or repeat issues to engineering and the factory with full documentation.
• Track recurring failures and feed root-cause findings to engineering, quality and the factory.
• Maintain service bulletins, troubleshooting guides and technical FAQs.

Field Commissioning and Installation Support

• Provide on-site support for installation, start-up and commissioning of through-the-wall packaged heat pump systems (VTAC, PTAC and similar) on hospitality and multifamily projects.
• Cover both new construction and renovation / replacement projects, including retrofits into existing wall sleeves and closets.
• Hold pre-installation meetings with developers, GCs and MEP subcontractors to review submittals, wall sleeves, louvers, ductwork, condensate drainage and electrical requirements.
• Inspect first-unit and mock-up installations; issue punch lists and correct installation practices before full rollout.
• Lead or witness start-up and commissioning: verify airflow, refrigerant charge, controls, thermostat and energy-management system integration, and heat pump / supplemental heat operation.
• Document start-up and commissioning results to support warranty registration and turnover to the owner.
• Coordinate with project schedules and phased room turnovers so hotel and apartment units open on time.

Warranty Administration

• Own the warranty claims process end to end: intake, validation, parts and labor approval, credits and closeout.
• Verify installation and maintenance compliance against warranty terms; document every decision.
• Coordinate replacement parts and units with logistics, and recover failed parts for analysis.
• Report claim volume, cost, cycle time and failure mode monthly, and recommend changes to warranty policy.

Service Partner Training and Network Management

• Recruit, onboard and certify third-party service partners in key markets.
• Build and deliver training on installation, start-up, maintenance and troubleshooting in person, on-site and online.
• Run product training for owners' maintenance teams, contractors, distributors, and sales representative partners.
• Audit partner performance on response time, first-time fix rate and customer feedback.

Service Tools and Digital Platforms

Define requirements for AIIR's field service tools and work with product management, engineering and IT to deliver them:

• Technician app: guided commissioning and start-up checklists, plus troubleshooting and diagnostics by fault code.
• Field database portal: installed-base records by site and serial number commissioning, service history and warranty claims.
• Controls diagnostics and prognostics: fault codes, fault history and early-warning alerts for predictive maintenance, built into the unit controls.
• Drive adoption with service partners and use field data to reduce repeat failures, find aftermarket opportunities, and engage engineering, operations, and product management to enable appropriate abatement actions.

Aftermarket & Service Sales Support

• Be the main post-sale contact for owners, property managers, developers and contractors.
• Respond to service requests quickly and keep customers updated until each case is closed.
• Log every case in the CRM / service ticketing system and keep records accurate.
• Turn difficult service situations into lasting customer relationships.
• Quote and sell replacement parts, accessories, extended warranties and service agreements.
• Support the outside sales team with technical answers, submittals, spec sheets and product selections.
• Handle inbound leads from the web portal, phone and email; qualify them and route to the right salesperson.
• Identify upgrade, retrofit and repeat-order opportunities across the installed base.
• Help prepare pricing, rebate and energy-savings information for proposals.

Qualifications

Required

• Degree in mechanical and/or electrical engineering, or a related technical degree.
• 7+ years of HVAC field service, project management, or technical support / warranty experience.
• Strong working knowledge of heat pumps, refrigeration cycles, controls and electrical troubleshooting.
• EPA Section 608 certification (Universal preferred).
• Proven ability to train technicians and contractors, in a classroom and in the field.
• Experience processing warranty claims or managing service cases with a manufacturer or distributor.
• Clear written and verbal communication; calm and professional under pressure.
• Comfortable with CRM and ticketing tools (e.g., Salesforce, HubSpot, Zoho) and Microsoft Office.
• Valid driver's license and ability to travel up to 3040%.

Preferred

• 3+ years in a customer-facing sales or commercial role.
• Experience with PTAC, VTAC, mini-split, VRF, chilled water and split-type heat pump HVAC systems.
• Background in hospitality, multifamily or modular construction projects.
• Experience building or managing a third-party service partner network.
• Familiarity with cold-climate heat pumps, energy codes and utility rebate programs.
• NATE or similar industry certification.
• Bilingual English / Spanish.

How Success Is Measured

Area - Metric

Field service - Case response time; time to resolution; first-time fix rate

Commissioning - Projects started up on schedule; installation punch items closed before turnover

Warranty - Claim cycle time; warranty cost as a share of sales; repeat-failure rate

Partner network - Certified partners per market; partner response time and quality scores

Customer service - Customer satisfaction (CSAT / NPS); case backlog

Inside sales - Parts, service-agreement and extended-warranty revenue; quotes converted

Compensation and Benefits

• Base Salary Range (dependent on experience): $125,000$140,000
• Commission upside on aftermarket and retrofit revenue.
• Health, dental and vision insurance; 401(k); paid time off and holidays.
• Company laptop, phone and travel reimbursement.
• Ongoing factory and product training.

Working Conditions

This role mixes office work with time on active job sites and in mechanical spaces. It involves climbing ladders, lifting up to 50 lb, and occasional after-hours support for urgent service issues.

How to Apply

Send your resume and a short note on a field or warranty problem you solved. AIIR Products is an equal opportunity employer and considers all qualified applicants without regard to any protected characteristic.

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