Solar Service Project Manager

Solar Electric Service Case Manager (Residential & Commercial Support)

Founded in Santa Fe in 1997, Positive Energy Solar is one of New Mexico’s most established and trusted solar companies. We are proudly employee-owned and the only solar company in the state certified as a Public Benefit Corporation for Good, meaning we prioritize quality work, fair treatment of employees, and positive community impact. Our team delivers high-quality solar and energy systems for homeowners, businesses, and public agencies across New Mexico, with a strong reputation for craftsmanship, reliability, and customer service.

Employees enjoy competitive pay, strong benefits, profit sharing, employee ownership, and opportunities for long-term professional growth in a respectful, collaborative, people-first workplace. If you take pride in your work and want to build a career with a mission-driven company that values integrity and stability, Positive Energy Solar may be a great fit.

Positive Energy Solar is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The Service Case Manager (SCM) is responsible for managing the full lifecycle of assigned service cases from initial intake to final invoicing and closeout. This role supports both Residential and Commercial solar projects and case workflows, acting as a key administrative and coordination resource.

The SCM ensures timely responses, accurate documentation, effective scheduling, and positive customer communication while upholding Positive Energy Solar’s standards for quality, safety, and integrity. This role requires strong organization, communication, and computer skills; foundational knowledge of solar PV systems; and the ability to work collaboratively across departments.

• Maintain proactive, clear, and respectful communication with customers throughout the case lifecycle.
• Follow up consistently to ensure customer expectations are met and issues are resolved.
• Support customers in accessing, resetting, or granting permissions for solar monitoring portals.
• Provide updates on case status, next steps, and expected timelines.

• Coordinate technician schedules, ensuring appropriate staffing for each service case.
• Hold regular check-ins with technicians to review caseloads, documentation quality, safety practices, and training needs.
• Support technicians with tools, training, and resources to complete work safely and efficiently.
• Participate in technician performance evaluations as requested by leadership.

• Ensure proper documentation (photos, serial numbers, test results) is collected to support warranty claims.
• Manage and track manufacturer RMA (Return Materials) processes, including ordering, receipt, and return of equipment.
• Document all warranty compensation opportunities and submit required materials for reimbursement.
• Track RMA shipments, return labels, and inventory adjustments.

• Generate or update contracts and estimates for additional work, change orders, or corrective maintenance.
• Create Sales Orders and coordinate with the Materials and Purchasing teams to acquire needed equipment.
• Ensure accurate tracking and reconciliation of all materials used on service cases.
• Avoid last-minute material requests; plan proactively for inventory needs.
• Confirm deposits and payments prior to material purchasing or installation.

• Review technician notes, photos, materials lists, and monitoring configurations before approving cases for invoicing.
• Ensure all customer communication, internal notes, and documentation are complete in Net Suite.
• Transfer “invoice-ready” cases to the Service Account Manager with clear documentation of scope, billing, and warranty considerations.
• Close out warranty-only cases where no manufacturer compensation…