Service Technician Manager

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 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.
• 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.
• Detail‑oriented with strong timecard, data reconciliation, and documentation discipline.
• Comfortable conducting or directing warranty claims, RMA processing, and OEM vendor coordination (Tesla, Solar Edge, Enphase).

• High School Diploma or equivalent required;
  Associate's or Bachelor's degree in a technical field preferred.
• 5+ years of experience in solar service required.
• Lead Installer experience preferred.
• Electrical Apprentice License preferred;
  Journeyman Electrician License preferred.
• NABCEP Photovoltaic System Inspector (PVSI) certification preferred.