Service Technician Manager

The Service Technician Manager oversees the performance, development, and accountability of Freedom Power's field Service Technicians. This role bridges field operations and quality management by tracking technician training statuses, analyzing key performance indicators, managing re-roll root‑cause investigations, and ensuring accurate reconciliation of time and vehicle data through Motive. The ideal candidate is a highly technical solar professional with strong leadership instincts and a systematic approach to quality improvement.

• 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 Dial Pad 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 Site Capture, 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.

• Comprehensive knowledge of NEC electrical code, solar PV technologies, and inspection best practices.
• Possesses strong analytical capabilities, utilizing field performance and re‑roll rate data to conduct root‑cause analysis, particularly in relation to training, inventory, and the effectiveness of remote diagnostics.
• Proficiency with Motive (fleet and time tracking), Sunrise, Site Capture, and solar monitoring platforms (Solar Edge, Enphase, Tesla Powerhub).
• Ability to lead, coach, and develop field technician teams across multiple service locations.
• Strong communication skills, written and verbal, for internal coordination, vendor correspondence, and customer‑facing interactions.
• Det…