About Forge

Forge is building the next generation HVAC contractor. We design and install high‑performance heat‑pump systems for homeowners across Massachusetts while training a skilled trades workforce. The Delivery Team manages the full customer journey—from contract through design, installation, inspection, and long‑term service.

About the Role

The Director of Install & Service Operations owns field execution across two business lines:

• Installation: ducted, ductless, and hybrid heat‑pump projects (currently 8–10 per week, with plans to triple in 18 months).
• Service & Maintenance: warranty repairs, preventive maintenance, and membership programs (currently two vans, scaling with install growth).

This role leads a 35‑person team of supervisors, technicians, electricians, coordinators, and warehouse staff. Success means meeting revenue and margin goals, ensuring high customer satisfaction, and building the processes and culture to scale statewide and beyond.

Key Responsibilities

Pre‑Construction & Customer Experience

• Oversee the customer journey from signed contract through inspection.
• Manage project coordination, warehouse operations, and technician leadership.
• Ensure jobs are prepared properly and customers are informed throughout.

Scheduling & Install

• Build and manage weekly schedules to maximize utilization and prevent issues.
• Serve as the escalation point for field execution and daily problem solving.

Service

• Lead and expand the service department to support a growing customer base.
• Establish standards for warranty work, preventive maintenance, and memberships.

Operations

• Implement and refine SOPs for costing, scheduling, QA, safety, inventory, and documentation.
• Use BuildOps, HubSpot, and related tools to optimize scheduling and billable hours.
• Oversee rebate submissions, inspections, and homeowner training.

Team Leadership & Culture

• Hire, coach, and manage supervisors, technicians, apprentices, and coordinators.
• Build a culture of safety, craftsmanship, and continuous improvement.
• Strengthen the talent pipeline through structured training and mentorship.

Cross‑Functional Partnership

• Work closely with Sales, Finance, and People Ops to ensure smooth hand‑offs, accurate labor forecasting, and clear performance reporting.

Qualifications

• Experience leading field operations; installation background required, service a plus.
• P&L ownership in a multi‑disciplinary team.
• Ability to instill safety, quality, and continuous improvement practices.
• Proven record developing supervisors and frontline talent.
• HVAC experience preferred; adjacent trades considered.

Forge is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics.