Service and O&M Assistant Manager

Description

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.