Sustaining Operations Lead

What you would be doing:We are excited to launch a new role on our Massachusetts team! The Sustaining Operations Lead will report to the MA General Manager. This role ensures our installed electrification projects continue to perform at the highest level post-installation.

You’ll spend roughly 50% of your time in the field and 50% in the office (with more field time in the early months to “clean up” existing equipment issues, then shifting toward more office-based responsibilities). You’ll play a big role in the post-install experience - service, maintenance, callbacks, and customer support - ensuring stability, technical quality, and homeowner satisfaction.

This role is not the first responder for every callback or service request. Instead, you are the fleet health owner and last-resort escalation point, stepping in when installer and service partners cannot resolve the toughest problems. Equally important, you will create the learning loop that ensures every issue leads to systemic improvements as reviewed by our centralized support Operations Enablement Team.

Your work will be critical to protecting trust with our customers and trade partners while delivering Elephant’s Service and Maintenance Program across Massachusetts.

Job Duties/Responsibilities

Big Things:

Own Fleet Health

• Take ownership of the performance and “health” of our installed fleet ensuring systems function as intended and customers remain confident in their investment.
• Actively monitor fleet performance, coordinate preventative maintenance, and ensure all customer issues have a clear path to resolution.
• Document issues, interventions, and equipment changes thoroughly, giving central teams visibility into systemic trends and opportunities.

Escalation & Field Work

• Serve asthe finalescalation point in our service pathway—not the first responder. Step in only when installer or service partners cannot resolve an issue, particularly for complex or high-stakes problems (