Solar Customer Support Lead in Petaluma, California at Simply Solar

When you join the Simply Solar team, you join an amazing culture of people who care deeply about the work they do. You join an organization committed to empowering people to make positive, measurable changes in their personal lives and our communities.

We also offer competitive pay with excellent benefits, company trips/events, PTO, 401K, and more. Plus, we’re pet-friendly!

Join our team, and do work that matters!

Simply Solar has over a decade of experience designing, building, and maintaining solar systems across California. We are expanding our service and maintenance division to deliver even more value to our customers and partners.

We’re looking for a motivated, detail-oriented Solar Customer Service Lead to join our team. In this role, you’ll be the vital link between our customers, field technicians, and manufacturers. Successful candidates will manage the full lifecycle of service inquiries, troubleshooting, quoting, scheduling, and follow-up. This is a fantastic opportunity to help shape a fast-growing department and work directly with our executive team to build processes that deliver exceptional service and support.

General Responsibilities:

• Responsible for ensuring Simply Solar systems are operating and maintained as intended.
• Coordinate and perform pre-energization, commissioning, warranty repairs, and manage technical and field support.
• Promote a positive company image through service quality, professionalism, and a sense of urgency.
• Recruit, train, and manage departmental staff.
• Provide constructive and timely performance evaluations.
• Draft, implement, and execute policies and procedures to ensure quality post-installation customer service.
• Establish service standards and requirements for the department.
• Develop and implement methods to record, assess, and analyze client feedback.
• Develop and implement training and quality assurance programs for the Client Service team.
• Identify and recommend expansions to technology and equipment that may improve customer service and retention.

Daily Duties:

• Oversee the daily workflow of the department, including scheduling and dispatching maintenance crew members.
• Provide leadership to the Client Services Administrator and Maintenance crew members.
• Act as a liaison between the Client Service Department and other divisions in the company.
• Manage and maintain work schedule and three-week look-ahead, providing frequent reports of job status to the Director of Operations.
• Coordinate and/or respond to Service calls as dispatched.
• Troubleshoot problems in photovoltaic inverters and monitoring.
• Review project plans, specifications, and installation instructions to ensure that the project is built according to the approved design and specifications.
• Coordinate additional help for field work as needed.
• Track progress of cases and log communications with clients and manufacturers in CRM.
• Work with OEMs to determine warranty status of installed equipment.
• Fill out Service Work Orders to track travel, labor time, and materials used.
• Other duties as assigned.

Requirements:

• Strong understanding of grid-tied, off-grid, and hybrid PV system design and installation, commissioning procedures, shut down/LOTO procedures, programming, troubleshooting, monitoring, and repair.
• Excellent interpersonal skills and strong attention to detail.
• Excellent critical thinking and organizational skills.
• 1+ year minimum experience in the solar industry
• Bachelor’s degree in engineering or related field preferred.
• Industrial communications and networking knowledge, including wired and wireless networks and system topologies.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Proficient with GSuite, Salesforce and related software.
• This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, and copiers.
• Must be able to remain in a stationary position and operate a computer for long periods of time.
• Must be able to transport materials and equipment to complete assigned job tasks: up to 50 pounds individually, and up to 100 pounds with assistance

,Compensation:

• $32 - $38/hour DOE
• Full medical/dental/vision benefits + 401k