New Homes Service Manager

Qcells New Homes is seeking a Service Manager to oversee the Operation & Maintenance of our growing fleet of active PV & ESS system assets for the duration of product warranties and TPO contracts. This role is responsible for case intake, case creation and evaluation, field service dispatch, quote to invoice process management, and data analysis for process improvement feedback and insight.

Qcells New Homes is seeking a Service Manager to oversee the Operation & Maintenance of our growing fleet of active PV & ESS system assets for the duration of product warranties and TPO contracts. This role is responsible for case intake, case creation and evaluation, field service dispatch, quote to invoice process management, and data analysis for process improvement feedback and insight.

This position will be based out of one of our offices in Irvine, CA;
San Francisco, CA; or Teaneck, NJ, with in-office schedule set at the direct manager’s discretion in accordance with company policy. Remote work may be considered for exceptional cases.

• Establish procedures, workflows, and performance expectations for New Homes Operations & Maintenance Field Service Department.
• Manage system underperformance cases from intaketo resolution, including but not limited to remote troubleshooting, diagnosis,field service dispatch,RMA submission, billing, reimbursement claims, and cost transfers.
• Design and implement protocols for field service installers and train customer experience and other relevant departments inCRMcase management procedures.
• Manage case intake process fromtech support, customer care,homeowner, builder, or other reporting entity.
• Evaluatecasedetailsandperformance data toclassifyissuesand triggernext steps to resolution.
• Send remotesignal to reset communications ifa remotefix is possible.
• Generate work ordersfor Field Service Installers and trigger dispatchif field visit is required.
• Maintainaccuratecase notesanddata entrywith time-stamped updates and statuses.
• Collaborate withthe Customer Experience team to ensurehomeownersreceive timely updates andnext-step instructions as needed.
• Participate in Field Service Installer forpre-qualification and onboarding processes to expand the network of local providers.
• Work with Supply Chain&Eco Recycleto trackand evaluateproductlife cycleandRMAvolume and cost metrics.
• Design andimplementcost-reduction opportunities andproceduralefficiencyimprovements, including reducing truck rolls and cycle time to resolution.
• Builddatareports and dashboards to trackcase progress, assign task ownership, and topresenthigh-level analysistoleadership.
• Foster and promotea culture of safety, accountability, and continuous improvement.

• Bachelor’s degreein business or other related field with a minimum of 5 years of professional work experience including 3+ years’ work experience in construction and project management and/or working in Field Operations and Operations Management related to solar and storage in new home communities.
• Ability tocomprehendand adhere toPV/ESSsystem designs and equipment specifications with impeccable attention to detailforcompatibleproduct replacement.
• Ability to exercise strong organizational,problem-solving,and analytical skills as well as process driven while finding long-term solutions.
• Excellent oral and written communication skills with the ability to present internal and external stakeholders on the performance of the new home solar contractors.
• Entrepreneurial mindset and demonstratedability to thrive in a high-growth environment.
• Ability to visit job sites in strict compliance with QCellsand OSHA’s safety requirements.

• Basic understanding of construction processes, documentation…