New Homes Service Manager

Qcells North America; Irvine (CA); On-site; USD 98,000 - 118,000; Full time

Job summary

Hanwha Q CELLS America Inc. seeks a Service Manager to oversee Operations & Maintenance for PV & ESS assets under warranties and contracts. Based in Irvine or other offices, you will manage case intake, dispatch, and invoicing while driving process improvements.

You will lead field service procedures, CRM case management, and onboarding of installers, collaborating with Customer Experience and Supply Chain to optimize performance and costs across the lifecycle of projects.

Qualifications

• Bachelor’s degree in business or related field with a minimum of 5 years of professional work experience, including 3+ years in construction and project management and/or field operations and operations management related to solar and storage in new home communities.
• Ability to comprehend and adhere to PV/ESS system designs and equipment specifications with impeccable attention to detail.
• Strong organizational, problem-solving, and analytical skills with a process-driven approach to long-term solutions.
• Excellent oral and written communication skills for presenting performance to internal and external stakeholders.

Responsibilities

• Establish procedures, workflows, and performance expectations for New Homes Operations & Maintenance Field Service Department.
• Manage system underperformance cases from intake to resolution, including remote troubleshooting, diagnosis, field service dispatch, RMA submission, billing, reimbursement, and cost transfers.
• Design and implement protocols for field service installers and train teams in CRM case management procedures.
• Manage case intake from tech support, customer care, homeowner, builder, or other reporting entity.
• Evaluate case details and performance data to classify issues and trigger next steps to resolution.
• Send remote signals to reset communications if a remote fix is possible.
• Generate work orders for Field Service Installers and trigger dispatch if field visits are required.
• Maintain accurate case notes with time-stamped updates and statuses.
• Collaborate with Customer Experience to ensure homeowners receive timely updates and next-step instructions.
• Participate in Field Service Installer onboarding to expand the local provider network.
• Work with Supply Chain & Eco Recycle to track product life cycle and RMA metrics.
• Design cost-reduction opportunities and procedural efficiency improvements, including reducing truck rolls.
• Build data reports and dashboards to track case progress and present insights to leadership.
• Foster a culture of safety, accountability, and continuous improvement.

Skills

Organizational skills

Problem-solving

Analytical skills

Communication skills

Entrepreneurial mindset

Education

Bachelor’s degree in business or related field

Tools

CRM system

Job description

POSITION DESCRIPTION

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.

Description

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.

Responsibilities

• Establishprocedures, workflows, and performance expectationsfor New Homes Operations & Maintenance Field Service Department.
• Managesystem underperformance cases from intaketo resolution, including but not limited to remote troubleshooting, diagnosis,field servicedispatch,RMA submission, billing, reimbursement claims, and cost transfers.
• Design and implementprotocols for field service installers and train customer experience and other relevant departments inCRMcase managementprocedures.
• Manage case intake process fromtech support, customer care,homeowner, builder, or otherreporting 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 isrequired.
• Maintainaccuratecase notesanddata entrywith time-stamped updates andstatuses.
• Collaborate withthe CustomerExperience team to ensurehomeownersreceive timely updates andnext-step instructions as needed.
• Participate in Field ServiceInstaller forpre-qualification and onboarding processesto expand the network of localproviders.
• 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.

Required Qualifications

• Bachelor’s degreein business or other related field with a minimum of 5 years of professional work experience including 3+ years’ work experience inconstruction andproject 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 specificationswith 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 anddemonstratedability to thrive in a high-growth environment.
• Ability to visit job sites in strict compliance with QCellsand OSHA’s safety requirements.

Preferred Qualifications

• Basic understanding of construction processes, documentation requirements, and financing procedures.
• Background in Construction, Roofing, Solar or Electrical.
• Preferred OSHA 30 Certification.

Compensation

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:

• Zone 1 (Bay Area, NYC): $106,900 – $128,300
• Zone 2 (CA, NJ, NY): $98,000 – $117,600
• Zone 3 (All others): $89,100 – $106,900

The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world‑class global business in an interesting and expanding industry of the future.

Physical, Mental & Environmental Demands

To comply with the Rehabilitation Act of 1973 the essential physical, mental, and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbents must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity(F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility(F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

You may view your privacy rights by reviewing Qcells' Privacy Policy or by contacting our HR team for a copy.