Technical Services Support Manager (HVAC/R)

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Budderfly is a fast-growing, private equity-backed energy management company that is helping the planet by reducing carbon emissions for small to medium sized enterprises. We are the premier sustainability partner for businesses with repeatable footprints such as restaurant chains, assisted living facilities, retail franchises, and more. By installing and managing a combination of patented technologies, equipment upgrades, and proprietary energy software solutions, we deliver energy savings with no investment required from our customers.

Recognized as one of Fast Company's Most Innovative Companies of 2025 and featured on the Inc. 5000 list of America's Fastest-Growing Companies for four consecutive years, Budderfly is driving real impact at scale.

We are an energetic, dynamic and dedicated team working together to make a positive impact on the environment while providing an excellent customer experience. We are growing quickly and looking to add talented people who are passionate about making the world a better place!

We are seeking a results-driven and experienced Technical Services Manager HVAC/R to lead our technical support team in delivering exceptional service and support to our clients. This role requires strong leadership, deep technical knowledge, and a proven ability to manage service performance against key metrics.

Why this Role is Important:

You will be responsible for ensuring timely issue resolution, managing escalations, and achieving operational excellence through adherence to defined KPIs. This is a critical leadership role that directly influences customer satisfaction, operational efficiency, and team performance.

Job Responsibilities:

- Team Leadership & Management

- Lead, mentor, and develop a team of technical service professionals, fostering a culture of accountability and continuous improvement.

- Oversee day-to-day operations of the technical services department, including scheduling, workload balancing, and performance monitoring.

- Conduct regular team meetings, performance reviews, and training sessions.

KPI Management & Reporting

- Define, monitor, and drive key performance indicators (KPIs) such as response time, resolution time, first-time fix rate, customer satisfaction, and technician utilization.

- Analyze performance data and implement strategies for continuous improvement.

- Provide regular reporting to senior leadership on team performance, trends, and areas of improvement.

Technical Support & Escalation Handling

- Serve as the primary point of escalation for complex technical issues and ensure swift and effective resolution.

- Provide hands-on technical support and guidance to both internal teams and external customers as needed.

- Collaborate cross-functionally with engineering, project management, product, and customer success teams to address systemic issues or recurring problems.

- As part of escalation handling, this position requires flexibility in scheduling. While standard business hours are typically observed, occasional evening, weekend and holiday work may be required based on business needs.

Process Improvement & Compliance

- Develop and implement standard operating procedures (SOPs) to improve service efficiency and quality.

- Ensure compliance with safety, regulatory, and company standards.

- Maintain up-to-date knowledge of HVAC-R / Electrical technology trends and best practices.

Location: Shelton, CT/ Hybrid or Remote

Compensation is based on factors including level of experience, skillset, qualifications, and location.

What We Offer:

- Career advancement opportunities in a fast-growing, supportive company environment

- Competitive pay

- Full benefits package including medical, dental, vison, 401K, life insurance, and disability insurance

- Opportunity to work as part of a team that values its members and works together to achieve positive change.

Budderfly is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status, and to affirmatively seek to advance the principles of equal employment opportunity.

We welcome all job seekers, including those with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career web page as a result of your disability.