Service Case manager
Service Case Manager (Residential & Commercial Support)
Position Overview
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 service cases and, when needed, Commercial project and case workflows, acting as a key administrative and coordination resource for the Commercial Case Manager and broader Service Operations team.
The SCM ensures timely response, 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.
Key Responsibilities
Customer Communication & Support
- 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.
Technician Coordination & Support
- 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.
Warranty, RMA, and Manufacturer Coordination
- Ensure proper documentation (photos, serial numbers, test results) is collected to support warranty claims.
- Manage and track manufacturer RMA 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.
Contracts, Estimates, & Materials Tracking
- 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.
Case Closeout, Billing Coordination, & Documentation
- 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 NetSuite.
- 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 applies.
Cross-Functional Collaboration
- Coordinate with Design, Project Management, Installation Field Managers, Accounting, Purchasing, and other internal teams.
- Support Commercial Case Manager with documentation, scheduling coordination, customer updates, monitoring installation follow-up, and administrative tasks for complex commercial sites.
- Share lessons learned with installation teams to improve quality.
- Submit First Pass Yield reports and quality alerts when appropriate.
Commercial Case Management Support
In addition to Residential case responsibilities, the SCM provides structured support for commercial case workflows, including:
- Assisting with intake of complex commercial service cases and warranty issues.
- Coordinating field technician scheduling for commercial troubleshooting, warranty needs, or corrective maintenance.
- Supporting submittal and documentation requirements for RMA claims on commercial equipment.
- Managing documentation, project notes, and case status in alignment with Commercial Case Manager processes.
- Supporting remote monitoring access, data review coordination, and communication with commercial facility contacts.
- Helping track materials, subcontractor coordination, and commercial-scale corrective work.
- Providing administrative and organizational support during commercial post-commissioning corrective periods.
Organizational Contribution & Continuous Improvement
- Maintain a thorough understanding of PES administrative practices, contracts, warranties, and NetSuite workflows.
- Provide recommendations to improve case processing, documentation standards, technician workflow, and customer experience.
- Promote a culture of safety, excellence, and continuous improvement.
- Uphold Positive Energy Solar’s values of People, Planet, and Profit in all decision-making.
Qualifications
Preferred Education & Experience
- Associate’s degree in electronics, solar PV, or electrical technology; or equivalent experience.
- NABCEP certification preferred.
- 5+ years of solar installation or service experience, including at least 2 years in a service or technical coordination role.
Technical & Professional Skills
- Strong customer service and verbal communication skills.
- Excellent written communication and documentation discipline.
- Proficiency with computers, CRM/ERP software (e.g., NetSuite), and solar monitoring platforms.
- Working knowledge of solar equipment, PV system fundamentals, and basic electrical concepts.
- Ability to understand and apply manufacturer warranty requirements and RMA workflows.
Physical Requirements
- Ability to lift 60 lbs, climb ladders, kneel, squat, and work outdoors in varied weather.
- Ability to sit or work at a computer for extended periods.
- Valid driver’s license and ability to pass motor vehicle record screening.
