The Field Service Manager primary responsibilities are to help build out an nationwide industry leading national field service network and maintain timely service for all Swell customers.
● Manage daily flow of service requests from issue identification through final resolution and root cause analysis
● Proactively identify projects that require service
● Ensure positive customer experience through the service lifecycle
● Develop technical areas of specialization (i.e. system performance, monitoring, reporting, field procedures, etc.)
● Develop training program for future team members
● Collaborate with other internal teams (i.e. Swell Customer Support, Sales, Designs) to resolve routine and complex service issues
● Provide technical assistance to Swell Customer Support team members and assist with escalated situations, including those involving legal
● Manage assigned service partners, including delivery of reports and metrics
● Develop and complete service partner onboarding and training
● Portal Administration (creating and maintaining service partner accounts) within Wave (Swell’s Project Management software and Salesforce
● Negotiating rates for service work with service partners and installers
● Develop, monitor and coordinate a network of service partners and channel partner field service technicians
● Train partner technicians on Swell field service best practices/software implementation/ dispatch processes
● Monitor performance between service vendors
● Attend regular partner monthly meetings with Swell installation Partner Development Managers to review partner performance and help address deficiencies and corrective actions
● Recommend changes that will lead to enhanced performance
● Assist in the creation and deployment of field service training videos
● Bachelor’s degree
● 3-5 years of applicable work experience
● Critical thinking and quantitative skills; comfortable analyzing data
● Excellent written and oral communication skills
● Professional experience in the solar and storage industry (design, installation, and/or service)
● Project management experience
Compensation: $80k - $90k Annually
Swell Energy, Inc is an Equal Employment Opportunity
Swell Energy, Inc. does not discriminate based on the following categories: race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, domestic violence victim status, political affiliation, and any other status protected by state or federal law.