About The Role

What you would be doing: We are excited to launch a new role on our Massachusetts team! The Sustaining Operations Lead will report to the MA General Manager, this field-based role ensures our installed Heat Pump projects continue to perform at the highest level post-installation. You’ll own the post-install experience—routine and preventative maintenance, callbacks, service issues, and customer support—ensuring stability, technical quality, and homeowner satisfaction.

Your work will play a critical part in ensuring and protecting trust with our customers and trade partners while delivering Elephant’s Service and Maintenance Program across Massachusetts.

What you will be doing

Big Things:

• Act as first responder for all callbacks, repairs, and service needs in the MA market.
• Perform hands-on service and maintenance work in the field when required.
• Deliver timely, high-quality, and technically sound solutions to create positive post-install customer experiences.
• Document issues and interventions thoroughly, giving central teams the visibility to improve systems, partners, and training.
• Support and assess trade partner quality, escalating issues as needed to strengthen accountability.
• Provide technical guidance and field coaching to local teams (PMs, HCAs, GM) in collaboration with our centralized operations function.

Little Things:

• Support the rollout of structured preventative maintenance programs.
• Help ensure market teams are equipped with technical insights and troubleshooting playbooks.
• Strengthen the customer journey by ensuring no handoff falls through the cracks post-install.

You're a great fit for this role if:

• You bring technical expertise in heat pumps, with hands-on field experience (Mitsubishi training strongly preferred).
• You have service technician experience and enjoy both problem-solving and teaching others.
• You’re an excellent communicator—capable of translating technical field issues into systemic improvements.
• You are skilled at assessing partner quality and managing ongoing relationships with contractors.
• You thrive in a startup environment—self-directed, solutions-oriented, and motivated to improve processes.

Indicators this may not be the right role for you:

• You prefer to focus solely on installs—this role is all about service, maintenance, and customer care after install.
• You’d rather work independently; success here requires close collaboration with local teams and coordination with central ops.
• You aren’t comfortable documenting and escalating field issues systematically—thorough feedback is a core part of the role.
• You’re indifferent to customer experience. We expect you to be #CustomerObsessed and see callbacks as opportunities to earn lasting trust.
• You’re unable to travel for initial training in Colorado or you don’t have reliable transportation to cover the Massachusetts service area.

Total Compensation

We offer competitive cash compensation, meaningful equity, and strong benefits that reflect our values:

• $75,000 - $90,000 base salary
• Stock options, commensurate with experience and in line with internal equity bands
• 75% employer-paid health, dental, and vision
• 401(k) with 6% company match
• Unlimited PTO and 10+ company holidays
• Home electrification incentives
• Remote-first work culture

Location: This position requires in-person work in Eastern MA (incl. Boston & Greater Boston) / Broomfield, CO. We are a Hybrid company with Herdquarters in Broomfield and get together as a team semi-annually in Colorado.