Escalations Specialist

Omnidian; United States; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Annual learning reimbursement

Job summary

Omnidian, Inc. in the United States seeks an operations-focused professional to manage residential solar service escalations, coordinate field service partners, and ensure timely resolutions. You’ll use Salesforce and solar monitoring portals to triage issues and provide clear updates to internal teams.

This role emphasizes cross-functional collaboration, attention to quality, and adherence to SLAs. You’ll contribute to a fast-growing, mission-driven company that values learning, diversity, and

Qualifications

• Residential Solar Expertise: Direct experience in residential solar operations with a strong technical understanding of PV system architecture, common failure modes, and standardized scopes of work
• Cross-Functional Stakeholder Management: Communicate with clarity, empathy, and technical precision across customer-facing teams (Team Love), PAMs, and external vendors
• Platform & Tools Proficiency: Hands-on Salesforce CRM and solar monitoring portals (SolarEdge, Enphase)
• Escalation & Priority Management: Manage competing priorities in a fast-paced environment and drive swift resolutions

Responsibilities

• Escalation Management & Prioritization: Triage, prioritize, and actively drive high-urgency residential service escalations across the Field Service Partner network to resolve performance issues and adhere to SLAs.
• Cross-Functional Collaboration & Communication: Serve as the central operational bridge between Field Service Partners, Team Love, and PAMs; deliver concise updates to customer service and highlight systemic bottlenecks.
• Scope of Work (SOW) Auditing: Review and validate FSP scopes of work, site reports, and historical case data in Salesforce for accuracy and proper categorization.
• Workload & Service Coordination: Coordinate active field service work orders and collaborate with Field Service Coordinators to maintain dispatch-to-resolution timelines.
• Case History & Resolution Tracking: Document escalation progress and resolution paths in Salesforce for leadership visibility.

Skills

Residential Solar

Cross-Functional Stakeholder Mgmt

Salesforce CRM

Solar monitoring portals

Tools

Salesforce

SolarEdge

Enphase

Job description

About Omnidian

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience.

We are a certified B Corp, headquartered in Seattle, WA

The Job

What You'll Do

At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:

• Escalation Management & Prioritization: Triage, prioritize, and actively drive high-urgency residential service escalations across the Field Service Partner (FSP) network to resolve performance issues and adhere to operational SLAs. (including but not limited to managing the R&R process)
• Cross-Functional Collaboration & Communication: Serve as the central operational bridge between Field Service Partners, Team Love (Customer Service), and internal Partner Account Managers (PAMs). Deliver concise field updates to customer service while partnering directly with PAMs to highlight systemic FSP performance trends or chronic operational bottlenecks
• Scope of Work (SOW) Auditing: Review and validate FSP scopes of work, site reports, and historical case data in Salesforce to verify technical accuracy, confirm appropriate issue categorization, and ensure compliance with quality standards
• Workload & Service Coordination: Coordinate active field service work orders, resolve operational friction points with FSPs, and collaborate with Field Service Coordinators to maintain efficient dispatch-to-resolution timelines
• Case History & Resolution Tracking: Document detailed escalation progress, root causes, and resolution paths within Salesforce to provide full visibility for PAMs and leadership, preventing recurring service friction

Experience You'll Need

• Residential Solar Expertise: Direct experience in residential solar operations with a strong technical understanding of PV system architecture, common failure modes, and standardized scopes of work
• Cross-Functional Stakeholder Management: Proven ability to communicate with clarity, empathy, and technical precision across customer-facing teams (Team Love), partner relationship managers (PAMs), and external field vendors
• Platform & Tools Proficiency: Hands‑on experience navigating Salesforce CRM to review case work order histories, alongside working knowledge of solar monitoring portals (e.g., SolarEdge, Enphase)
• Escalation & Priority Management: Demonstrated capability to manage competing priorities in a fast‑paced environment, exercise analytical problem‑solving, and drive swift, resolution‑focused outcomes

Grow with Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples, or this Omnidian Career Experience overview on YouTube
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process; Alums, email us after you apply
• We’re a fast‑growing growth company, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s going to be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before.

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Our Philosophy on Pay:

The range listed above reflects the starting base salary for most new hires in this role. However, your financial growth doesn't stop at the offer letter. We invest deeply in our people and reward results; annual merit increases can bring your total compensation above this initial range. Our goal is for you to continue growing within the pay band as you sharpen your skills and drive meaningful outcomes.

Continuous Growth:

We are a learning organization. To support your evolution, we provide up to $500 in annual learning reimbursement for courses, certifications, or conferences.