Org chart and roles: Sample pack

Roles and headcount

Org chart and roles

Day One

Launch1 role

Owner / 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 roles

Owner / 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 roles

Owner / 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.