Residential Service Project Engineer in Tucson, Arizona at Solar Gain Inc

SUMMARY/OBJECTIVE:

The Senior Commercial Service Project Engineer manages service schedules, assigns technicians and materials, and improves the overall customer experience. The role plays a key part in planning, tracking, executing, and overseeing the completion of residential and service-related projects.

The position reports to the Service and Residential Operations Manager and oversees the maintenance, repair, and optimization of solar energy systems to ensure exceptional service quality and customer satisfaction. The Service Project Manager works closely with internal teams, subcontractors, and clients to deliver projects on time, within scope and budget, and in full compliance with safety and industry standards.

SAFETY:

This position is not classified as safety sensitive.

ESSENTIAL RESPONSIBILITIES:

1. Serve as the primary Residential Project Engineer for the Service Department. Acts as the main point of contact for all Residential service and warranty work, and coordinates the implementation of the service contracts.

2. Schedule and manage service calls, Return Merchandise Authorizations (RMAs), and warranty work. Coordinate resources with operations, design, subcontractors, and customers as needed.

3. Initiate, organize, and coordinate required design, engineering, and permitting documentation to ensure timely execution of service projects.

4. Create Bills Of Materials (BOM) for all applicable service work, and collaborate with internal resources as necessary to ensure accurate and timely procurement for residential and service projects

5. Ensure costs and scheduled timelines are executed

6. Be aware of project cost and execute change orders or follow up service orders accordingly

7. Keep all relevant stakeholders informed of project progress.

8. Maintain thorough project tracking, ensure all communications, reports, and key documents are properly recorded and stored.

9. Provide technician training as needed. Be a technical resource and field support for technicians.

10. Contribute to the team during meetings, provide technical

experience, and overall industry knowledge

11. Assist in scheduling service technicians and coordinate required components to maintain an efficient workflow.

12. Coordinate the activities of Service Department support staff, including monitoring, analysis, customer updates, engineering/design, and permitting functions.

13. Ensure the Service Department produces clear, accurate, and reliable reports for both internal and external use.

14. Audit Quality Assurance inspections for the Solar Gain, and coordinate remediation accordingly in an efficient manner.

15. Review all residential service and warranty documentation. Verify completeness and accuracy of internal and third-party materials. Ensure proper storage in customer files.

16. Audit basic residential field evaluations for new prospects and quality assurance purposes.

17. Diagnose technical issues remotely and determine effective solutions.

18. Follow up with customers after Residential service completion to assess satisfaction and address any additional needs.

19. Summarize project outcomes, document key successes, and identify opportunities for improvement.

20. Audit recently installed systems promptly to ensure system functionality and commissioning success. Work to resolve commissioning errors remotely

KEY RESULTS:

Success in this role is demonstrated by the following key results:

Operational Performance

• Technicians' productivity and utilization rates meet business plan standards.

• Communicate with the service admin team daily – reflecting projections and activities on the team calendar.

• Warranty work is managed and closed out quickly and efficiently.

• Ticket Response Time is maintained at a reasonable pace.

• Utilize the manufacturer's tech support team to mitigate Solar Gain Truck rolls and aim to resolve issues remotely

FINANCIAL PERFORMANCE

• Projects are executed according to budgeted projections.

• Change Orders are provided for customer approval to ensure all additional work is tracked.

• Budget Performance is maintained by identifying cost-saving opportunities without compromising quality or performance.

CUSTOMER PERFORMANCE

• Achieve high client satisfaction scores through clear customer communication and prompt resolution of concerns.

COMPETENCIES

• Strong project management skills, technical knowledge of solar systems, and a commitment to sustainable energy solutions..

• Ability to make timely and well informed decisions, especially under pressure, negotiate and influence, manage expectations, and find common ground.

• A strong understanding of the company, department, and solar industry ensures that projects align with strategic objectives.

WORK ENVIRONMENT:

This role completes essential responsibilities within an office environment. It requires routine use of standard office equipment, including PCs and handheld devices like smartphones.

PHYSICAL REQUIREMENTS:

This role involves extended periods of sitting at a desk and working on a computer. Occasional light lifting of standard office equipment—up to 25 pounds—may be required, along with the manual dexterity needed to handle such items.

EDUCATION AND EXPERIENCE:

A combination of education and experience may be considered.

• High school or GED required; a bachelor’s degree or higher from an accredited university is preferred.

• 3-5 years of relevant experience in the solar industry.

• Strong communication skills, with the ability to accurately document and convey customer feedback.

• Solar System Maintenance and Troubleshooting: Proven experience maintaining and repairing solar power systems, including panels, inverters, and battery storage units.

• Installation and Commissioning: Skilled in installing and commissioning solar systems, especially commercial-scale setups—to ensure optimal operation.

• System Diagnostics: Proficient in identifying and resolving technical issues such as electrical faults, performance degradation, and connectivity problems.

• Field Work: Experienced in on-site inspections, safety compliance, and quality assurance for large solar installations.