Service and O&M Assistant Manager

Tiger Solar Company; Charlottesville (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Tiger Solar Company is seeking a Service & O&M Assistant Manager to oversee daily field operations, troubleshoot issues, perform preventive maintenance, and manage warranty-related tasks. You will ensure efficient triage, documentation, and closure of service requests while reducing unnecessary trips.

You will coordinate technicians, prioritize work based on downtime and safety, and escalate complex issues to engineers or manufacturers as needed.

Qualifications

• Experience leading field service teams.
• Strong safety/compliance knowledge.
• Ability to triage service requests and coordinate resources.

Responsibilities

• Lead daily Service/O&M field operations and triage.
• Coordinate technician schedules, assignments, and routing.
• Ensure remote triage before dispatch and proper truck Roll.
• Manage warranty claims, RMAs, and documentation.
• Monitor service backlog and aging to prevent stagnation.
• Coach and develop Service/O&M technicians.
• Collaborate with Accounting and Customer Service on warranties and billing.

Skills

Field operations management

Scheduling coordination

Troubleshooting

Warranty management

Documentation

Safety compliance

Job description

Description

The Service & O&M Assistant Manager is responsible for the day-to-day execution of solar service, troubleshooting, corrective maintenance, preventive maintenance, warranty work, monitoring escalations, and O&M obligations.

Reporting to the Solar Operations Senior Manager this position leads the daily activities of Service/O&M technicians and ensures service requests move efficiently from initial triage through diagnosis, repair, documentation, billing readiness, and final closure.

The Assistant Manager is responsible for controlling service backlog, improving first-visit resolution, reducing unnecessary truck rolls, and ensuring technicians arrive prepared with the information, materials, equipment, and technical resources necessary to resolve customer issues efficiently.

Requirements

Manage daily Service & O&M field operations.

• Coordinate technician schedules, assignments, priorities, and routing.
• Review incoming service requests and ensure appropriate technical triage occurs before dispatch.
• Determine whether issues can be resolved remotely before scheduling a truck roll.
• Ensure technicians receive complete system information, troubleshooting history, documentation, and required materials before deployment.
• Prioritize service work based on system downtime, contractual obligations, safety concerns, customer impact, and operational urgency.
• Monitor open service cases and aging to prevent work orders from becoming stagnant.
• Track systems experiencing recurring faults or repeated service visits.
• Escalate complex technical issues to manufacturers, Engineering, or other technical resources when appropriate.
• Manage manufacturer warranty claims, RMAs, replacement equipment, and associated documentation.
• Coordinate preventive maintenance and contractual O&M obligations.
• Monitor system alerts and ensure actionable issues are appropriately investigated and resolved.
• Ensure service technicians document diagnostic findings, corrective actions, photographs, serial numbers, parts used, and recommended follow-up work.
• Verify completed work orders are properly closed and transferred for invoicing when applicable.
• Reduce unnecessary truck rolls and repeat visits through better diagnosis, preparation, and technician accountability.
• Ensure billable service work is properly identified and documented.
• Coordinate closely with Accounting and Customer Service regarding customer responsibility, warranties, outstanding balances, and billable repairs.
• Support service and maintenance activities for company-installed systems as well as approved legacy or orphaned systems.
• Maintain compliance with safety requirements, manufacturer procedures, electrical codes, and company service standards.
• Coach and develop Service/O&M technicians.
• Participate in hiring, onboarding, training, performance management, and disciplinary processes.
• Assist the Senior Manager with technician capacity planning, service forecasting, and departmental resource requirements.
• Escalate significant safety, customer, technical, financial, or contractual issues promptly.