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Field Service Supervisor

4 months ago

Des Plaines, United States Sunrun Full time

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

The Field Service Supervisor (FSS) reports directly to the Regional Service Manager and is the front line leader for Technicians in the field. The FSS is responsible for ensuring that each Technician meets Sunrun operating standards for safety and performance.

Successful Field Service Supervisors will spend the majority of their time in the field actively supervising and coaching Technicians to provide the best outcomes for Sunrun customers. Additionally, they will lead by example and resolve some service cases as individual contributors in the field.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Field Technician Oversight

  • Management of 8-10 Field Service Technicians including oversight of safety, truck stock inventory, case closure performance, skills training and timekeeping/ overtime
  • Performance management and coaching for Technicians who are not meeting Sunrun standards
  • Daily syncs with assigned Field Service technicians to ensure they are set up for success and continued communication with their team throughout the day
  • Daily management of schedules to ensure that Technicians are able to successfully service as many customers as possible
  • Daily updates to the Regional Manager and weekly reports outlining Service Technician performance
Individual Contribution
  • Complete Service Appointments as an individual contributor, with volume dictated by the Regional Service Manager (~30% of working hours)
  • Exceed established Technician performance metrics such as Success Rate and Completion rate
  • Assist the Regional Service Manager (RSM) with customer escalations and be the primary responder for hazardous situations, executive escalations and other urgent cases as needed
  • All members of the Service Team are expected to take part in miscellaneous projects and initiatives as needed based on business needs
QUALIFICATIONS

Minimum Qualifications
  • Experience as a Sr. Service Technician, Certified Technician or Sr. Certified Technician (or the equivalent) is required. Prior supervisory/management experience is strongly preferred.
  • Minimum 3 years of residential solar experience required.
  • Valid state or local Electrical Journeyman certification or license preferred. (May be a requirement in some states)
  • Working knowledge of current NEC codes
  • High degree of knowledge of electrical principles as it pertains to solar interconnection/tie-in and code and how PV systems operate
  • High school diploma or equivalent required, post-secondary education or certification preferred.
  • Must have a valid driver's license, maintain a clean driving record, and the ability to pass a background check.
  • Proficient in Google Suite, Salesforce, Dispatch console (or equivalent scheduling software) and Tableau
Additional Qualifications
  • Positive attitude; not easily flustered, motivated team player, looking to succeed.
  • Experience multi-tasking, having the ability to manage your team while maintaining a high level for performance for individual tasks
  • Outstanding communication skills, including excellent listening skills - in writing and presentations, over the phone, and face-to-face
  • Strong work ethic, analytical, understands how to manage people effectively, and leads by example. Able and willing to dive deep, get involved, and do the things that need to get done.
  • Direct experience repairing Solar and Battery Equipment.
  • Direct experience with Solar and Battery equipment manufacturer online portals, RMA processes and troubleshooting steps.
Physical Demands
  • Ability to transport materials and equipment to complete assigned job tasks (up to 50 pounds frequently and up to 100 pounds with assistance)
  • Ability to work on rooftops with various angles and surfaces which requires frequent bending, twisting, squatting, climbing, kneeling, crawling, turning, standing, and balance
  • Ability to climb ladders
  • Ability to work in outdoor weather conditions including but not limited to: excessive noise, extreme heat, extreme cold, wet environment, and humidity
  • Ability to frequently utilize hand functions requiring fine motor skills, including but not limited to: fine manipulation, grasping, and pinching
  • Ability to work within the safe range of equipment such as ladders, fall protection harnesses and other personal protective equipment
  • Ability to work and maintain balance on roofs and other areas of height
  • Ability to work in the sun and possibly low light conditions
  • Ability to walk on rafters, roof tiles, and roof shingles without damage
  • Ability to distinguish colors such as red, black, yellow, white, green
  • Ability to work in confined spaces such as attics, basements, and crawl spaces which requires kneeling and crouching
  • Ability to hear verbal commands and warnings
  • Ability to work with chemicals using appropriate protections

Recruiter:
Charles Smith (Charles.Smith@sunrun.com)

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com.