Service and O&M Assistant Manager

Tiger Solar; Charlottesville (VA); Sur place; USD 65 000 - 75 000; Plein temps

Résumé du poste

Tiger Solar is seeking an Assistant Manager to lead daily Service and O&M field operations in Charlottesville, VA. You will manage triage, dispatch, and ensure technicians arrive prepared with the right information to resolve issues efficiently.

Reporting to the Solar Operations Senior Manager, you will optimize service backlog, reduce truck rolls, and support warranty claims, invoicing readiness, and documentation across installed systems.

Qualifications

• Lead daily Service & O&M field operations.
• Coordinate technician schedules, assignments, and routing.
• Review service requests and ensure proper triage before dispatch.
• Prioritize work based on downtime, obligations, safety, and urgency.

Responsabilités

• Manage day-to-day Service & O&M field operations.
• Coordinate technician schedules, assignments, and routing.
• Review incoming service requests and ensure proper triage before dispatch.
• Determine remote resolution possibilities before truck rolls.
• Ensure technicians have complete system information and materials before deployment.
• Monitor open service cases and aging to prevent stagnation.
• Escalate complex issues to manufacturers or engineering when needed.
• Coordinate preventive maintenance and contractual O&M obligations.
• Document findings, actions, parts, and follow-up recommendations.

Connaissances

Field operations

Scheduling

Troubleshooting

Maintenance planning

Customer service

Description du poste

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.

Salary Description

$65,000 to $75,000 commensurate with experience