Summary
The Director of Field Services will be responsible for the overall performance and upkeep of a large-scale portfolio of solar energy systems, regardless of customer acquisition channel (direct, alternative channels). This includes overseeing teams providing preventive and corrective maintenance, troubleshooting system issues, managing warranties and repairs, and implementing technology solutions to optimize fleet performance and streamline service operations. The ideal candidate will have a strong understanding of solar PV systems, experience in maintenance management, and a passion for leveraging technology to improve efficiency and sustainability. The ideal candidate has a proven track record in customer satisfaction and delivering excellent customer service outcomes. This position will be responsible for performance management, growth, and development of the service technician workforce, as well as building and improving processes and system solutions to drive exceptional customer experiences. You should be a self-starter who is proficient with root-cause analysis and make data-driven decisions to discover the most efficient ways to run the business and accelerate growth. Customer Service is at the heart of our company, and a successful candidate will support the Customer Experience team and ensure excellent service is provided across the company.
This position is open to remote candidates legally authorized to work in the United States and residing in the following states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, MA, MI, MS, NC, NH, NJ, NY, OH, PA, RI, SC, TN, TX, UT, & VA.
While this position can be remote, we strongly prefer candidates located in one of our areas of operation: New Orleans, LA; Houston, TX; Salt Lake City, UT; Philadelphia, PA; and the surrounding Northeast region (NJ, CT, MA, RI, NH).
Essential Job Functions
- Develop and execute comprehensive maintenance plans for the solar fleet, including preventive maintenance schedules, troubleshooting procedures, and emergency response protocols.
- Develop and execute a strategy for transforming current operations from labor-intensive and manual processes to an automated and digital customer experience enabled by technology advancements in O&M.
- Oversee Channel partner O&M relationships, managing contract development and negotiations, and maintaining service level standards with regular business reviews and KPI measurement
- Manage a team of technicians and contractors to perform maintenance and repair activities, ensuring adherence to safety standards and quality guidelines.
- Implement and oversee the use of technology tools such as remote monitoring tools, data analytics platforms, and work order management software to improve operational efficiency and decision-making.
- Collaborate with cross-functional teams, including IT, procurement, asset management, and customer experience teams to optimize fleet performance, reduce downtime, minimize operating costs, and satisfy customers.
- Stay abreast of emerging technologies and industry best practices in solar O&M, and identify opportunities to implement innovative solutions to enhance fleet performance, reliability, and customer satisfaction.
- Manage warranty claims and repairs, ensuring timely resolution of issues and compliance with manufacturer requirements.
- Develop and maintain strong relationships with equipment suppliers, service providers, and other stakeholders.
- Prepare and manage budgets for O&M activities, and track key performance indicators to measure progress and identify areas for improvement.
- Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metrics.
- Organize, motivate and performance manage field services technicians deliver against key performance indicators and reduce service cycle times.
- This position requires root-cause analysis, critical thinking, and the ability to provide solutions to complex and highly technical problems.
- Lead and develop a senior operational management team to enhance performance by setting clear accountable key performance metrics and developing strategies and efficiencies to continually improve the Team’s ability to provide excellence in Customer Support.
- Continually evaluate FSL processes and workflows to identify and implement efficiencies that reduce workload, save time and drive competitiveness, performance, and profitability.
- Managing and dispatching field technicians – workforce optimization
- Other duties as assigned by leadership
Competencies
- Experience with monitoring software, troubleshooting, and diagnostics.
- Knowledge of regulatory compliance requirements for solar O&M.
- Familiarity with asset management principles and practices.
- Experience maintaining P&L for assigned areas of responsibility.
- Able to work independently and prioritize workload.
- Have a learner mentality and be open to new ideas.
- Advanced Oral and Written Communication: Effectively conveys information and ideas in concise and meaningful exchanges through written and verbal communication.
- Advanced coaching and development
- Advanced de-escalation/customer service skills
- Have the ability to relate to people from a variety of different backgrounds.
- Ability to adapt in a fast-paced, changing environment
Core Competencies
- Commitment to Excellence – Identify what needs to be accomplished and take action to achieve a standard of excellence beyond job expectations
- Corporate Values – Understand, embrace, and integrate PosiGen’s corporate values into everyday duties and responsibilities
- Customer Service - Identify and respond to current and future needs by providing excellent service to internal customers (employees)
- Safety and Security – Promote a safe work environment for employees
- Teamwork – Resourceful team player who builds, strengthens, and maintains collaborative relationships with others inside or outside the organization
Education/Experience
- Bachelor's degree in Engineering, Renewable Energy, or a related field.
- 5+ years of experience in solar O&M or a related field.
- 5+ years experience in direct leadership of high-performing teams
- Strong understanding of solar PV systems, including electrical, mechanical, and software components.
- Experience in maintenance management, including preventive and corrective maintenance, work order management, and contractor supervision.
- Proficiency in technology tools such as remote monitoring systems, data analytics platforms, and work order management software.
- Experience in digital transformation of service operations for enhance customer satisfaction and operational efficiency
- Excellent communication, interpersonal, and leadership skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Ability to interpret financial and analytical data
- Salesforce experience is a must; Field Service Lightning experience is a plus
- Proficient in Google Suite applications (Docs, Sheets, Meet, etc)
Physical Demands
- The physical requirements outlined are essential for performing the core duties of this role.
- Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms.
- Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.
- Travel required.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.
