HVAC Service and Aftermarket Manager

• Title 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 30–40% to job sites, service partners and customers

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 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.

• 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.

• 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.

• 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.

• 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.

Define requirements for AIIR's field service tools…