HVAC Service and Aftermarket Manager

Job Description Job Description Role OverviewTitleHVAC Service and Aftermarket ManagerCompanyAIIR Products (AIIR Holdings Inc.)Reports toDirector, Product ManagementLocationDallas, TX - hybrid, with regular field travelEmployment typeFull-time, exemptTravelUp to 30-40% to job sites, service partners and customers
About AIIR Products. AIIR Products designs and supplies high-efficiency HVAC equipment, including VTAC (vertical terminal air conditioner) heat pumps rated up to 18.3 SEER2 and listed on the NEEP cold-climate ASHP list. Our customers include hotel developers, multifamily and modular builders, general contractors and MEP subcontractors, for both new construction and renovation.

The 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 ResponsibilitiesField 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 PlatformsDefine 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.

QualificationsRequired

• 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 30-40%.

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 MeasuredAreaMetricField serviceCase response time; time to resolution; first-time fix rateCommissioningProjects started up on schedule; installation punch items closed before turnoverWarrantyClaim cycle time; warranty cost as a share of sales; repeat-failure ratePartner networkCertified partners per market; partner response time and quality scoresCustomer serviceCustomer satisfaction (CSAT / NPS); case backlogInside sales