Service Case manager
Position Overview
The Service Case Manager (SCM) is responsible for overseeing all assigned service cases from initiation to completion. Some of the responsibilities of the SCM include:
- Managing communication with customers regarding contracts, estimates, and invoicing
- Assigning, coordinating, and overseeing technicians' casework
- Ensuring that cases adhere to standard timelines, procedures, and safety guidelines.
- Ensuring compliance with manufacturer warranty & returns processes
- Coordination with the materials team and accounting for needed materials
- Providing feedback to improve organizational practices.
The SCM must possess strong computer, communication and organizational skills. Some knowledge of solar systems, equipment, installation best practices, and the National Electrical Code (NEC) will be required
Responsibilities
Manage service cases, resources, and scheduling
New Service Cases
- Respond to calls within 1-3 business days by coordinating with the customer or assigning a technician to do so.
- Open service cases in Netsuite (NS), document issue, and determine appropriate course of action
- Contact customer for any additional needed information or documentation
- Send customer instructions for granting PES access to their non-PES installed monitoring site
- Confirm that the customer has a clear understanding of the potential costs involved
- Confirm that the customer has received and signed contracts before dispatching technicians
- Create (or review) any needed estimates and associated contracts
- Assign technicians to cases for service calls
Manage Cases in process
- Track that technicians are scheduling with the customer within 3 business days of case assignment
- Oversee case progress, documentation, and time tracking
- Discuss & document any changes in scope and cost with customer before approving additional work
- Document any relevant communications in the case notes (email, text, phone, etc)
- Coordinate with other teams as needed (design, project management, etc.)
- Weekly Case Review of cases in progress
- Schedule regular case review meetings with technicians
Warranty Processes
- Confirm that any photos and documentation required for warranty compensation are being collected
- Coordinate and oversee manufacturer’s warranty RMA & returns process.
- Oversee the return of equipment that failed under warranty.
- Confirm that any RMA returns are completed and documented with tracking #’s
Contracts, Estimates, & Materials Tracking
- Send additional estimates & contracts as needed
- Ensure that all materials are being accurately tracked and accounted for according to company practices
- Create Sales Orders for any needed inventory materials and coordinate with the Materials and Purchasing teams in accordance with standard practices
- Avoid last minute requests for inventory materials whenever possible - materials team requests 2 week notice for any large orders
- Invoice and confirm that any deposits have been paid before purchasing & installing equipment
Case Completion
- Review cases that technicians have moved into “Ready to Invoice” status
- Confirm that the work and documentation have been completed by the technician to the customer’s satisfaction and in compliance with PES practices
- Confirm that all materials used have been accounted for and any returns have been correctly processed
- Document warranty work where PES is entitled to compensation from the manufacturer
- For billable service work determine the final invoice amount to the customer and document in the case notes
- When the above steps are completed change the case status to “invoice approved,” transferring responsibility to the Service Account Manager for invoicing and case closure
- For warranty work that doesn’t include manufacturer compensation, close the case upon completion of work.
Other responsibilitiesThorough understanding of Positive Energy administrative practices
- Various contractual agreements provided by Positive Energy and equipment manufacturers
- Knowledge of manufacturer’s warranties and warranty claims processes & requirements.
- Netsuite materials purchasing and tracking protocols
- Knowledge of NS processes for estimates and invoicing
- Coordinating with other teams as needed for design, project management, etc.
Personnel Management
- Support technicians in getting the training and tools that they need
- Support technicians in their professional development
- Help foster a workplace culture of continuous improvement
- Ensure that all company safety practices are being followed
- Bi-weekly check-in and review of caseload with technicians
- Participate in in technician performance review process
Installation Support and Production Followup
- Collecting & communicating lessons learned from installation problems
- Provide feedback to the Installation Field Managers on quality issues identified on installations
- Submit First Pass Yield reports when appropriate
- When installations require support deploy service technicians as needed
Qualifications
- Education: Associates degree in electronics, PV or electrical trades or equivalent experience – preferred
- NABCEP Certification – preferred
- 5 years of experience in solar installations and at least 2 years in service department
- Experience with a wide variety of solar equipment and racking including data monitoring; trackers; roof mounts; micro inverters; optimizers; string inverters and grid tied battery backup systems.
- Understanding of solar fundamentals to allow quick assessment of reported problems and system operation.
- Excellent customer service and verbal communication skills
- Strong written communication skills, and ability to use computers and software programs with proficiency
- Ability to work on a computer and at a desk for multiple hours during the day
- Must be able to lift up to 60 pounds, climb ladders, squat, kneel, walk on uneven surfaces, work with hand tools, work outside in inclement weather
- Successful completion of motor vehicle record checks and ability to operate motor vehicles safely and legally.
