Service Technician Manager

The Service Technician Manager oversees the performance, development, and accountability of Freedom Power's field Service Technicians. This role bridges field operations and quality management by tracking technician training statuses, analyzing key performance indicators, managing re-roll root‑cause investigations, and ensuring accurate reconciliation of time and vehicle data through Motive. The ideal candidate is a highly technical solar professional with strong leadership instincts and a systematic approach to quality improvement. Job Duties Performance Management & KPI Oversight Monitor and manage technician training statuses, certifications, and compliance timelines across all service regions. Track, analyze, and report on technician re‑roll (return trip) rates as a core KPI; conduct structured root‑cause analysis to identify patterns and systemic issues driving re‑rolls. Review and analyze field data, Sunrise workflows, and DialPad metrics related to troubleshooting to pinpoint areas for improvement in individual and team performance. Develop and implement targeted retraining programs and corrective action plans for Service and Operations teams to address identified shortcomings. Perform timecard reconciliation and verification, cross‑referenced against Motive vehicle‑tracking data, to ensure accuracy, compliance, and accountability. Field Service & Dispatch Management Manage and support the field service technician team across active service territories. Coordinate with schedulers to validate scope‑of‑work details ahead of extensive service visits, ensuring technicians are properly equipped, informed, and prepared to resolve issues on the first trip; flag any scope gaps or preparation concerns. Perform and direct high‑level system diagnostics and troubleshooting for solar PV and storage systems. Coordinate with the Purchasing team to source and order special or non‑stock components required for complex service scenarios. Assist with developing pricing for special‑case or out‑of‑scope service scenarios, including non‑warranty repairs, custom remediation work, and unique equipment configurations. Help the Resolutions Team identify sources of roof leaks and determine fault. Platform Operations & Workflow Management Maintain proficiency in Sunrise for task assignment, service call management, and residential installation tracking; ensure tasks are completed properly by field teams. Leverage SiteCapture, Skedulo, Dialpad, Sunrise, and related monitoring platforms to document field activities, track service completion, and support quality checks. Manage backlog reporting and order management to ensure timely resolution of service obligations. Training, Coordination & Communications Work with Technical Coordinators by offering continuous training, performance feedback, and operational assistance. Improve and maintain interdepartmental communication and collaboration, particularly among field operations, Safety, and Service Operations. Consistently help provide excellent customer service by offering technical knowledge and clear guidance to Service Coordinators during escalations, if needed. Technical Scope & Remediation Provide technical support via the Installer Hotline, including diagnostics, configuration guidance, and troubleshooting, to ensure the correct installation and operation of solar and battery components. Apply knowledge of NEC codes and PV inspection best practices across all field activities. Knowledge, Skills & Abilities Comprehensive knowledge of NEC electrical code, solar PV technologies, and inspection best practices. Possesses strong analytical capabilities, utilizing field performance and re‑roll rate data to conduct root‑cause analysis, particularly in relation to training, inventory, and the effectiveness of remote diagnostics. Proficiency with Motive (fleet and time tracking), Sunrise, SiteCapture, and solar monitoring platforms (SolarEdge, Enphase, Tesla Powerhub). Ability to lead, coach, and develop field technician teams across multiple service locations. Strong communication skills, written and verbal, for internal coordination, vendor correspondence, and customer‑facing interactions. Detail‑oriented with strong timecard, data reconciliation, and documentation discipline. Comfortable conducting or directing warranty claims, RMA processing, and OEM vendor coordination (Tesla, SolarEdge, Enphase). Education & Experience High School Diploma or equivalent required; Associate's or Bachelor's degree in a technical field preferred. 5+ years of experience in solar service required. Lead Installer experience preferred. Electrical Apprentice License preferred; Journeyman Electrician License preferred. NABCEP Photovoltaic System Inspector (PVSI) certification preferred. Physical Requirements & Work Environment Heavy lifting, under 100 lbs; Heavy carrying, under 50 lbs; Walking; Standing; Sitting, Climbing ladders; Operating office equipment; Operating motor vehicle; Operating Heavy Machinery. Ability to see; Identify colors; Hearing (with aid); Ability to write; Ability to count; Ability to read; Ability to tell time; Travel by car 10% of the time; Inside; Working closely with others; Working alone. Freedom Power is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Employee Benefits Freedom Power recognizes that talented people are attracted to companies that provide competitive pay, upward mobility, and an exciting fast‑paced culture. For this reason, we offer a growing Benefit Plan that includes the following: Medical, Dental, and Vision Insurance 100% Company‑Sponsored Short‑Term Disability 401(k) Employer Matching Weekly Pay Dates 3 Weeks PTO + 3 Sick Days 12 Paid Holidays 1 Floating Holiday Upward mobility Opportunities! #J-18808-Ljbffr go Freedom Power