Roles and headcount
Org Chart and Roles
Day One
Launch1 roleOwner / Lead HVAC Technician
Marcus Rivera
Owner draw (variable)
- Runs all service calls, residential and light commercial installs, heat pump and mini-split commissioning; targets 4-6 billable calls or one full install per day.
- Dispatches all inbound calls and books jobs in Decision Built; owns the schedule from first call to invoice close.
- Sells maintenance plan agreements on every service call; tracks close rate against a 20-25% agreement-attach target.
- Manages parts procurement, van stock, and supplier accounts; reorders on a weekly cycle to avoid same-day shortages during peak summer.
- Handles all accounts receivable, invoicing, and Local Services Ads (LSA) account management; reviews LSA lead quality weekly and disputes invalid leads within 48 hours.
- Maintains referral partner relationships (property managers, real estate agents, general contractors); touches each partner at least once per month by call, text, or job-site visit.
- W-2 employer of record for any future hires; holds Arizona Registrar of Contractors (ROC) license and EPA 608 certification.
Year One
First 12 months4 rolesOwner / General Manager
Marcus Rivera
Owner draw (variable)
- Shifts from daily field work to field-plus-management split; targets no more than 3 self-performed calls per day so capacity is available for estimating light commercial installs and closing larger replacement jobs.
- Reviews Decision Built daily: confirms tech schedules, resolves dispatch conflicts, and audits job notes for completeness before invoices are sent.
- Owns all light commercial account relationships and bids; reviews open estimates weekly and follows up within 48 hours of submission.
- Manages LSA account, Google Business Profile, and referral partner outreach; reviews LSA spend and lead quality every Monday, contacts at least two referral partners per week.
- Approves all purchases above $500, reviews weekly P&L against the $700,000 annual revenue target, and adjusts labor scheduling when gross margin drops below 45%.
- W-2 employer of record; handles onboarding, ROC compliance, and EPA 608 documentation for all technicians.
Lead HVAC Technician
$30-$42/hrReports to Owner / General Manager
- Runs residential and light commercial service calls independently; capable of diagnosing and quoting replacements on-site without founder involvement.
- Performs heat pump and mini-split installs as lead on two-person crews; completes startup documentation and uploads job photos to Decision Built same day.
- Presents maintenance plan agreements on every service call; target attach rate of 25% or higher per month.
- Holds EPA 608 Universal certification; familiar with Arizona ROC permit-pull process for residential replacements.
- Reports to Owner / General Manager; W-2 employee. Success metric: average ticket value of $450 or above on service calls, 25%+ maintenance plan attach rate.
- Mentors HVAC Technician on diagnostic process and customer communication; flags training gaps to founder weekly.
HVAC Technician
$26-$34/hrReports to Owner / General Manager
- Runs residential service calls solo after 60-day supervised period; assists Lead Tech on install and replacement jobs.
- Updates all job notes, photos, and equipment serial numbers in Decision Built before leaving each job site.
- Maintains van stock inventory weekly; submits replenishment list to founder every Friday.
- Holds or is actively pursuing EPA 608 Universal certification; must obtain within 90 days of hire.
- Reports to Owner / General Manager; W-2 employee. Success metric: first-call completion rate of 85% or above, zero open callbacks older than 48 hours.
- Participates in summer on-call rotation as directed by founder.
Dispatcher / Customer Service Representative
$20-$26/hrReports to Owner / General Manager
- Answers all inbound calls and LSA leads within 60 seconds during business hours; books jobs directly in Decision Built.
- Manages the daily dispatch board in Decision Built: assigns calls to Lead Tech or HVAC Technician based on skill level, location, and parts availability.
- Calls every completed-job customer within 24 hours for a quality check; logs outcome in Decision Built and escalates any complaint to founder same day.
- Presents maintenance plan options to every inbound caller who does not already hold an agreement; target 10% phone-close rate on agreements.
- Handles LSA lead response when founder is in the field; marks leads as booked, unbooked, or disputed in the LSA dashboard daily.
- Reports to Owner / General Manager; W-2 employee. Success metric: inbound booking rate of 80% or above, average hold-to-answer time under 60 seconds.
Year Three
Scaled10 rolesOwner / General Manager
Marcus Rivera
Owner draw (variable)
- Sets annual revenue, gross margin, and maintenance plan growth targets; reviews financial performance monthly against the $2,500,000 annual revenue target and adjusts pricing or capacity accordingly.
- Owns all light commercial bid relationships above $25,000 contract value; attends quarterly business reviews with top five commercial accounts.
- Manages referral partner program: schedules monthly touchpoints with property managers, general contractors, and real estate agents; tracks referral volume per partner quarterly.
- Reviews LSA account performance and Google Business Profile weekly; approves marketing spend and evaluates channel return on investment monthly.
- Handles bank relationships, ROC license renewals, insurance renewals, and any Arizona Registrar of Contractors compliance matters.
- W-2 employer of record; approves all hires, compensation changes, and terminations.
Service Manager
$70,000-$90,000/yrReports to Owner / General Manager
- Owns the daily dispatch board in Decision Built: assigns service calls and installs to Lead Tech, HVAC Technicians, and install crews based on skill, location, and parts availability.
- Conducts weekly one-on-ones with Lead Tech and reviews technician performance metrics: first-call completion rate, average ticket, and maintenance plan attach rate.
- Manages parts and equipment inventory; places supplier orders twice weekly and maintains a van-stock par list for each technician.
- Handles all customer escalations that the Dispatcher / Customer Service Representative cannot resolve; targets same-day resolution on every complaint.
- Reviews job notes and photos in Decision Built daily; flags incomplete records and coaches technicians on documentation standards.
- Reports to Owner / General Manager; W-2 employee. Success metric: team first-call completion rate above 87%, gross margin on service work above 48%.
Comfort Advisor
$55,000-$75,000/yr base + commissionReports to Owner / General Manager
- Runs all in-home replacement consultations for residential systems; closes heat pump and mini-split proposals on-site where possible.
- Tracks close rate weekly against a 35-45% target; reviews lost-job reasons with founder monthly.
- Builds proposals in Decision Built and follows up on open estimates within 48 hours of submission.
- Coordinates with Install Coordinator to confirm equipment availability and schedule date before presenting to customer.
- Reports to Owner / General Manager; W-2 employee. Success metric: close rate 35-45%, average replacement ticket above $8,500.
Light Commercial Account Manager
$60,000-$80,000/yr base + commissionReports to Owner / General Manager
- Manages and grows the light commercial account base: property management companies, small office buildings, retail, and restaurants.
- Responds to commercial service requests and bid invitations within four business hours; submits proposals within 24 hours for service work and 48 hours for installs.
- Tracks open bids, contract renewals, and maintenance agreement expiration dates in Decision Built; initiates renewal conversations 60 days before expiration.
- Attends monthly site visits with top commercial accounts; documents visit notes and action items in Decision Built.
- Reports to Owner / General Manager; W-2 employee. Success metric: commercial revenue at or above 30% of total company revenue, commercial maintenance agreement renewal rate above 85%.
Office Administrator
$42,000-$55,000/yrReports to Owner / General Manager
- Processes all invoices, collects outstanding accounts receivable, and reconciles payments in the accounting system weekly; targets days-sales-outstanding below 21 days.
- Manages new-hire onboarding paperwork, EPA 608 certificate tracking, and ROC license documentation.
- Handles maintenance plan billing cycles, renewal notices, and lapsed-agreement follow-up calls; coordinates with Dispatcher / Customer Service Representative on scheduling renewal visits.
- Supports Owner / General Manager with monthly financial reporting: pulls revenue-by-service-type and technician-productivity reports from Decision Built.
- Reports to Owner / General Manager; W-2 employee. Success metric: accounts receivable aging over 30 days below 8% of total receivables, zero lapsed maintenance plan renewals without a documented follow-up attempt.
Lead HVAC Technician
$36-$48/hrReports to Service Manager
- Runs the most complex residential and light commercial service calls; serves as the field escalation point when HVAC Technicians encounter diagnostic or code-compliance issues.
- Leads heat pump and mini-split install crews; completes startup documentation and submits permit-inspection requests same day as rough-in.
- Mentors HVAC Technicians; conducts informal ride-along reviews at least once per quarter per technician and reports development notes to Service Manager.
- Holds EPA 608 Universal certification and is familiar with Arizona ROC permit requirements for residential and light commercial replacements.
- Reports to Service Manager; W-2 employee. Success metric: average ticket value above $550 on service calls, callback rate below 5%.
HVAC Technician× 2
$28-$38/hrReports to Service Manager
- Runs residential service calls independently; assists Lead Tech on installs and complex commercial calls.
- Updates all job notes, photos, and equipment serial numbers in Decision Built before leaving each job site.
- Presents maintenance plan agreements on every service call; target attach rate of 20% or above per month.
- Holds EPA 608 Universal certification.
- Reports to Service Manager; W-2 employee. Success metric: first-call completion rate above 85%, maintenance plan attach rate above 20%.
Install Coordinator
$48,000-$62,000/yrReports to Service Manager
- Schedules all residential and light commercial install and replacement jobs in Decision Built; confirms equipment availability with suppliers before booking.
- Pulls permits through the Arizona ROC portal and tracks inspection status for every open install job; updates job records in Decision Built at each milestone.
- Coordinates crane, lift, or specialty equipment rentals for rooftop commercial units; confirms logistics at least 48 hours before install date.
- Communicates job-ready status to Lead Tech and HVAC Technicians the afternoon before each install; confirms material staging and van loading.
- Reports to Service Manager; W-2 employee. Success metric: zero installs rescheduled due to missing permits or unconfirmed equipment, install job cycle time (sold-to-complete) below 7 days for residential replacements.
Dispatcher / Customer Service Representative
$20-$28/hrReports to Service Manager
- Answers all inbound calls and LSA leads within 60 seconds during business hours; books jobs directly in Decision Built.
- Manages the real-time service dispatch board in Decision Built alongside the Service Manager; re-routes technicians when emergency calls arrive.
- Calls every completed-job customer within 24 hours for a quality check; logs outcome in Decision Built and escalates complaints to Service Manager same day.
- Tracks maintenance plan agreement expirations weekly; calls lapsed customers and books renewal tune-up visits in Decision Built.
- Reports to Service Manager; W-2 employee. Success metric: inbound booking rate above 80%, maintenance plan renewal outreach completed on 100% of accounts within 30 days of expiration.