Service Manager

As a critical member of the Sundog Solar team, we look forward to your commitment to deliver outstanding quality customer service, phenomenal communication, extraordinary perceptive insights on employee and customer relationships, quality craftsmanship in your day to day tasks and professional team collaboration throughout all aspects of your role at Sundog.

Your position will grow into a vital role supporting Sundog’s customers and our engineering and installation teams in problem solving and fixing all service related work in a timely manner and within company parameters. Other responsibilities will include product warranty return paperwork and processing as well as labor warranty processing and tracking. You will be responsible for managing the development of Sundog’s annual service maintenance scopes of work, contract management with individual customers and customer/crew scheduling of scheduled annual maintenance. It will be critical for you to work closely in coordination and collaboration with office management, office administrative staff, engineering, field operations management, sales, and crew leads in achieving timely and efficient service work. Your position will be vital to each and every project that you are involved with creating a seamless customer experience, delivering and building upon long-term customer relationships. Responsiveness is key!

It will be your responsibility to support Sundog Solar in all aspects of service work related to any of the systems and projects that Sundog Solar works on, managing the delivery of both corrective and preventive maintenance services to Sundog’s fleet of over 1,000 residential and commercial solar PV customer installations and HP customer installations.

Job Responsibilities (not limited to):

• Offsite Monitoring and troubleshooting of individual photovoltaic systems
• Coordination of onsite troubleshooting with Sundog Service Technicians
• Onsite manufacturing tech support and troubleshooting
• Fixing and repairing any service related issues within your capabilities
• Scheduling service work with management, customers and work crews
• Help clients remotely solve problems with installed equipment where possible
• Coordinate with manufacturers to provide technical support on service related issues
• Primary Responsibilities:
• Effectively manage the financial and operational performance of the service department
• Evaluate the efficiency of business service related procedures according to organizational objectives and implement appropriate improvements
• Collaborate with the team to develop Standard Operating Procedures for continuous process documentation and improvement
• Perform remote troubleshooting with customers over email and on the phone to attempt to identify root causes and solve issues which can be remotely resolved
• Manage all aspects of customer annual service contracts and scopes of work performed within
• Manage solar preventive maintenance (O&M) customer and partner relationships and contract obligations
• Leverage Sundog’s customer service ticketing system to maintain detailed documentation of service work performed, findings, and results on a per-incident basis
• Determine warranty vs. charge-ability of service work on a per-incident basis, as well as develop price quotes and estimates for chargeable work
• Collaborate with existing warehouse teams to facilitate a streamlined shipping and receiving process for service products
• Provide input and clarity on project management and CRM software tracking of service issues and products
• Develop and maintain vendor relationships for warranty claim resolution
• File and track warranty claims with vendors
• Complete Return merchandise authorizations (RMA), and insurance claims
• Communicate with Accounting team regarding AR/AP with clarifying documentation for billing
• Set up shipments with freight companies
• Manage lead times and keep CRM up to date with accurate timing of parts shipment
• Effectively manage and prioritize service management tasks with other time-sensitive tasks and responsibilities that need to be addressed
• Additional responsibilities as needed
• Excellent customer service skills
• Excellent written and verbal communication skills
• Excellent organizational and time management skills
• Proficient knowledge and understanding of the NEC codes that relate to PV installations
• Create new Monitoring portals with physical and logical layouts for all photovoltaic installations

Ideal candidates will have:

• Exceptional people skills
• Be a great listener
• Strong work ethic
• Be a self-motivator
• Attention to detail
• Ability to create processes
• Use standard software tools. Email, phone, CRMs
• A friendly and energetic personality with customer service focus
• Ability to perform under pressure and address complaints in a timely and respectful manner to the customer
• Must have a clean driving record
• Must have a valid driver’s license
• Be able to communicate clearly with all working departments

This Job Is Ideal for Someone Who Is:

• Dependable — more reliable than spontaneous
• People-Oriented — enjoys interacting with people and solving problems.
• Achievement-Oriented — enjoys taking on challenges
• Autonomous/Independent — enjoys working with little direction
• Innovative — prefers working in unconventional ways or on tasks that require creativity

Sundog Solar offers:

• Professional and friendly work environment with personal and professional growth opportunities
• Competitive hourly wages
• Paid holidays
• This is a full-time position at 40 hours per week
• Up to 5 hours of overtime may be needed occasionally
• Company vehicles available for daily work schedules
• Immediate start available

Qualified applicants only, please submit a resume with references to: Info@sundog.solar with the subject line: “Service Manager” or submit an application to: Sundog Solar, PO Box 465, Searsport, ME 04974

A detailed job description is available to candidates selected for an interview. The position will remain open until filled.