Service Technician Manager

• Monitor and manage technician training statuses, certifications, and compliance timelines across all service regions.
• Track, analyze, and report on technician re-roll (return trip) rates as a core KPI; conduct structured root cause analysis to identify patterns and systemic issues driving re-rolls.
• Review and analyze field data, Sunrise workflows, and DialPad metrics related to troubleshooting to pinpoint areas for improvement in individual and team performance.
• Develop and implement targeted retraining programs and corrective action plans for Service and Operations teams to address identified shortcomings.
• Perform timecard reconciliation and verification, cross-referenced against Motive vehicle-tracking data, to ensure accuracy, compliance, and accountability.
• Manage and support the field service technician team across active service territories.
• Coordinate with schedulers to validate scope-of-work details ahead of extensive service visits, ensuring technicians are properly equipped, informed, and prepared to resolve issues on the first trip; flag any scope gaps or preparation concerns.
• Perform and direct high-level system diagnostics and troubleshooting for solar PV and storage systems.
• Coordinate with the Purchasing team to source and order special or non-stock components required for complex service scenarios.
• Assist with developing pricing for special-case or out-of-scope service scenarios, including non-warranty repairs, custom remediation work, and unique equipment configurations.
• Help the Resolutions Team identify sources of roof leaks and determine fault.
• Maintain proficiency in Sunrise for task assignment, service call management, and residential installation tracking; ensure tasks are completed properly by field teams.
• Leverage SiteCapture, Skedulo, Dialpad, Sunrise, and related monitoring platforms to document field activities, track service completion, and support quality checks.
• Manage backlog reporting and order management to ensure timely resolution of service obligations.
• Work with Technical Coordinators by offering continuous training, performance feedback, and operational assistance.
• Improve and maintain interdepartmental communication and collaboration, particularly among field operations, Safety, and Service Operations.
• Consistently help provide excellent customer service by offering technical knowledge and clear guidance to Service Coordinators during escalations, if needed.
• Provide technical support via the Installer Hotline, including diagnostics, configuration guidance, and troubleshooting, to ensure the correct installation and operation of solar and battery components.
• Apply knowledge of NEC codes and PV inspection best practices across all field activities.

Heavy lifting, under 100 lbs; Heavy carrying, under 50 lbs; Walking; Standing; Sitting, Climbing ladders; Operating office equipment; Operating motor vehicle; Operating Heavy Machinery. Ability to see; Identify colors; Hearing (with aid); Ability to write; Ability to count; Ability to read; Ability to tell time; Travel by car 10% of the time; Inside; Working closely with others; Working alone.