Service Manager
Company
The All Energy Solar team is smart, dedicated to our customers, open minded, and fun. We are composed of the renewable energy industry's best talent. Our projects vary from small residential systems to large scale commercial projects. If you are ready to join a rapidly growing company with opportunities for upward mobility, we encourage you to apply to All Energy Solar.
Description
The Service Manager is a critical role in our organization, responsible for providing exceptional post-installation warranty services to our customers, and a portfolio of non-Warranty services to our customers and non-AES clients. The Service Manager reports to the Vice President of Operations.
Responsibilities & Essential Functions
- Lead a team of Case Coordinators dedicated to providing proactive and reactive technical support to our existing customers by answering inbound traffic (cases), providing virtual diagnostics and resolution, and dispatching Field Technicians. This team manages all cases through full resolution and diligent close-out with the customer to assure their exceptional experience.
- Establish effective scenarios and scripts for the Service Team, and establish escalation protocols. The Service Manager is responsible for final resolution of escalated cases and negative reviews for Operations.
- Establish initial schedules for Field Technicians.
- Coordinate with Service Sales professional(s) to market our services and maximize close rates on our Service business.
- May also manage selected revenue-generating services originating from proactive monitoring of existing customers, inbound customer requests, or discovered during technical service visits.
- Establish strategy for Service in staffing and processes to scale with company growth and improve customer satisfaction.
- Develop and manage O&M (operating & maintenance) programs for large-scale solar clients, where applicable.
- Identify trends or major incidents of quality deficiency in materials or services throughout the business, and coordinate with respective managers to correct and prevent.
- Establish and manage a means of assessing customer experience for Service cases
- Provide weekly and monthly reporting.
- Lead Service Department meetings.
- Develop and maintain career path and personal development for each team member.
- Drive towards company-best employee engagement results.
Other Duties
- Contribute to a positive and inclusive work environment.
- Exemplify All Energy Solar core values (safety first, dependability, do the right thing, and want to win).
- Other duties and tasks as assigned by management.
Skills/Qualifications
- Minimum of 3 years prior experience leading and directing Customer Service, Service, or other customer-facing functions. Direct supervisory experience required.
- Outstanding communication skills and ability to work with all levels of the organization.
- Proficiency with ERP, spreadsheets, and other common office software (Google Suite, NetSuite, Salesforce).
- Effective strategy development, process improvement and problem-solving skills.
- Ability to work independently (as required).
- Driven to attain excellence in quality and service to customer and company results.
- Ability to utilize spreadsheets, Salesforce, NetSuite, etc.
- Ability to travel, some out-of-state, periodically.
Physical Requirements: - Prolonged periods sitting at a desk and working on a computer (frequent).
- Must be able to lift up to 30 pounds at times (infrequent).
- Ability to type at least 60 words per minute (frequent).
Compensation & Benefits
- This is a full-time exempt salaried position with an expected base annual salary range $65,000 - $75,000 (Depending on Qualifications & Experience).
- Hybrid: This position may be eligible to work a combination of in-office work at AES headquarters (St. Paul, MN) and remote/work from home: ( Note: this is subject to change by management based on company and business needs, may or may not be eligible until 90+ days of employment/training period completion, will be determined and agreed on by management and employee, and contingent upon employees being in good standing).
- Schedule & Business operating hours: Monday - Friday, 8:00 AM - 5:00 PM, but may be required to work outside of standard business hours to support service and operational needs including accessibility after hours for urgent service needs ( schedule to be reviewed and agreed on by employee and management).
- Profit sharing bonus based on company performance.
- PTO accrual of up to 80 hours annually (2 weeks) and 120 hours annually beginning year 2.
- 6 paid holidays, plus 1 floating holiday (56 hours/7 days).
- Health insurance (free individual plan option).
- Dental + vision insurance (free for individuals).
- HSA and FSA options.
- 401K with company match (age 21+, eligible after 90 days of employment).
- Free employee assistance plan.
- Life insurance.
- Much more.
Apply
Please include a cover letter and resume with your application. We can't wait to hear from you.
Equal Employment Opportunity Statement (EEO)
All Energy Solar is an equal employment opportunity (EEO) to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location that we facilitate. All Energy Solar is a proud promoter of employment opportunities to our Military and Veterans.