Company Introduction:
GAF Energyis transforming the solar and roofing industries to generate energy from every roof. A Standard Industriescompany, GAF Energy works with North America’s largest roofing and waterproofing manufacturer, GAF, to offer homeowners elegant, roof-integrated solar options through a national network of roofing partners. The company’s leading product, Timberline Solar™, incorporates the world’s first nailable solar shingle to create an attractive, durable, and reliable solar roof. GAF Energy’s products have received numerous awards and honors, including the Fast Company2022 World Changing Ideas Award, the CES Best of Innovation Award, named The Best Solar Shingleby CNET, and an NAHB Best of IBS Award. GAF Energy develops and assembles its products in the United States at its facilities in California and Texas.
Job Summary:
GAF Energy is transforming the rooftop solar industry to generate “Energy from Every Roof.” As a Standard Industries company, GAF Energy works in partnership with North America’s largest roofing and waterproofing manufacturer, GAF, offering homeowners elegant, roof-integrated solar options. The company also provides commercial tax equity funding for large-scale rooftop solar projects. For more information about GAF Energy, visit www.gaf.energy.
What part will you play?
We are seeking a highly motivated and experienced Application Support Manager to lead our Application Support team. In this role, you will be responsible for overseeing the day-to-day operations of the team, ensuring the timely resolution of application issues, and driving operational excellence through process improvement and automation. This role requires a strong leader with a passion for technology, a customer-centric approach, and a proven track record in managing and mentoring a team.
What will you do?
Manage the daily operations of the Application Support team, including ticket queue management, incident escalation, team allocation and service level agreement (SLA) adherence.
Develop, implement, and maintain operational procedures, workflows and process improvements to optimize team efficiency and effectiveness.
Monitor team performance, identify areas for improvement, and implement corrective actions.
Oversee the onboarding and training of new team members.
Champion the use of automation tools and technologies to streamline support processes.
Analyze support trends and identify recurring issues to proactively address root causes.
Develop and maintain knowledge base articles and documentation to empower users and reduce support requests.
Collaborate with other teams (e.g., Development, Product Management) to resolve complex issues and improve overall application effectiveness.
Provide guidance, coaching, and mentorship to Application Support team members.
Build strong relationships with key stakeholders and understand their business needs.
What do we require from you?
Bachelor's degree
Minimum 2 years of experience as a supervisor or team lead, with a proven track record of successfully managing and mentoring contributors.
Minimum 2 years of experience providing application support for or implementing Salesforce, including Sales Cloud and Service Cloud.
Excellent problem-solving and analytical skills.
Strong written and verbal communication skills.
Ability to work independently and as part of a team.
Passion for customer service and operational excellence.
Located in the greater Kansas City, MO metro area and can regularly work from the GAF Energy operations hub office.
What will make you stand out?
Bachelor’s Degree in a technical, quantitative or management discipline
Experience working with Salesforce Service Cloud and/or Salesforce Field Service
Experience in solar applications
One or more Salesforce certifications
Benefits:
1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
