New Homes Solar Field Service Lead

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

Job summary

Hanwha Q CELLS America Inc. is seeking a Service Manager to oversee the Operation & Maintenance of PV and ESS assets under warranty and contracts.

The role includes case intake, dispatch, quote-to-invoice management, and data analysis, with in-office work locations Irvine, CA; San Francisco, CA; or Teaneck, NJ, and possible remote consideration for exceptional cases. Responsibilities span establishing field service procedures, managing underperformance cases, CRM training, case intake,

Qualifications

• Bachelor's degree in business or related field is required.
• Minimum 5 years of professional work experience, including 3+ years in construction and project management and/or field operations/operations management in solar and storage.

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 claims, and cost transfers.
• Design and implement protocols for field service installers and train customer experience and other relevant departments in CRM case management procedures.
• Manage case intake process 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 signal to reset communications if a remote fix is possible.
• Generate work orders for Field Service Installers and trigger dispatch if field visit is required.
• Maintain accurate case notes and data entry with time-stamped updates and statuses.
• Collaborate with the Customer Experience team to ensure homeowners receive timely updates and next-step instructions as needed.
• Participate in Field Service Installer pre-qualification and onboarding processes to expand the network of local providers.
• Work with Supply Chain & Eco Recycle to track and evaluate product life cycle and RMA volume and cost metrics.
• Design and implement cost-reduction opportunities and procedural efficiency improvements, including reducing truck rolls and cycle time to resolution.
• Build data reports and dashboards to track case progress, assign task ownership, and to present high-level analysis to leadership.
• Foster and promote a culture of safety, accountability, and continuous improvement.

Skills

Project management

Analytical skills

Communication skills

Organizational skills

Education

Bachelor's degree in business or related field

Tools

CRM software

Data analysis tools

Job description

Hanwha Q CELLS America Inc. is seeking a Service Manager to oversee the Operation & Maintenance of PV and ESS assets under warranty and contracts.

The role includes case intake, dispatch, quote-to-invoice management, and data analysis, with in-office work locations Irvine, CA; San Francisco, CA; or Teaneck, NJ, and possible remote consideration for exceptional cases. Responsibilities span establishing field service procedures, managing underperformance cases, CRM training, case intake,