Deployed Systems Commercial Operations Manager

The Deployed Systems Commercial Operations Manager serves as the primary field liaison between Shoals and customer-facing EPC contractors, asset owners, and operations and maintenance teams. This role supports deployed products throughout the project lifecycle - including project kickoff, construction, commissioning, O&M handoff, technical support, warranty investigations, root cause analysis (RCA), and field-based product validation. Acting as a rapid-response technical resource, this role provides both remote and on-site support to customers while ensuring adherence to Shoals product standards, installation requirements, and quality expectations. This role requires extensive collaboration across multiple business functions and the ability to travel throughout North America on short notice.

Responsibilities:

Pre-Construction / Project Kickoff Support

• Conduct remote customer training sessions covering material packaging expectations; material receiving, storage, and handling best practices; transit damage prevention and documentation requirements; product installation best practices; warranty claim processes; and RMA request procedures.
• Review project wire submittals and site layouts when available.
• Educate customers on product identification, row types, and BLA configurations.
• Reinforce Shoals product quality standards and applicable supplier standards.
• Support EPC project teams during project startup activities.

Post-Construction / O&M Handover Support

• Deliver customer training for operations and maintenance organizations, covering replacement material handling, receiving and storage requirements, installation best practices, vegetation management considerations, warranty and non-warranty processes, and RMA procedures.
• Review project documentation and wire schedules with end users.
• Support smooth transition from construction to operations.

Technical Support & Warranty Support

• Serve as a direct support resource for Sales and Project Management teams.
• Validate warranty claims and support claim resolution.
• Investigate manufacturing defect and product nonconformance allegations.
• Provide remote and on-site installation training.
• Conduct product installation quality audits.
• Lead technical investigations involving field failures and performance concerns.
• Support corrective action and root cause analysis initiatives from initiation through closure.

Product Nonconformance Investigation

• Respond to customer claims, typically within 24 hours of notification.
• Collect and document failure descriptions, site information and customer contacts, affected quantities, relevant part numbers, photographic and video evidence, and customer troubleshooting results.
• Coordinate RMA activity with Customer Care and Quality teams.
• Assist Quality Engineering in collecting and validating field data.
• Present RCA findings and corrective actions to customers when required.

Critical Product Failure Response

• Perform remote and on-site failure assessments.
• Coordinate material returns and investigative activities.
• Travel to customer sites as needed to support failure mode verification, data collection, root cause investigations, and corrective action implementation.
• Act as the primary technical communication channel between customers and internal teams during critical events.

Engineering & Product Innovation Support

• Serve as the field representative for engineering standards and specifications.
• Support field deployment of new and existing products.
• Collaborate with Engineering on technical questions and product performance concerns.
• Provide rapid-response field support for critical technical issues.
• Generate detailed site visit reports and field inspection documentation.
• Maintain photo documentation and evidence packages supporting RCA efforts.
• Track product performance trends and provide early warning indicators for recurring issues.
• Support interactions with third-party suppliers regarding field performance concerns.
• Participate in supplier and customer site visits when necessary.

Customer Support Responsibilities

• Develop strong working relationships with EPCs, installers, asset owners, O&M providers, and distributors.
• Provide professional technical guidance and problem resolution.
• Support customer satisfaction and continuous improvement initiatives.
• Ensure timely follow-up and closure of customer concerns.
• Deliver exceptional customer service while representing Shoals in the field.

Requirements:

• Equivalent combination of technical education and relevant field experience required
• 5+ years of experience in solar, electrical, power generation, construction, manufacturing quality, field engineering, technical support, or relate.d industries.
• Experience conducting root cause investigations and field failure analysis preferred.
• Experience supporting EPC, utility-scale solar, or renewable energy projects preferred.
• Customer-facing technical support experience strongly preferred.
• Ability to interpret electrical drawings, wire schedules, and construction documentation.
• Knowledge of utility-scale solar systems and balance-of-system products preferred.
• Understanding of quality systems, corrective actions, and RCA methodologies.
• Proficiency with Microsoft Office Suite and technical reporting tools.
• Strong documentation and presentation skills.
• Exceptional communication and customer service skills.
• Strong analytical and troubleshooting abilities.
• Ability to work independently with minimal supervision.
• Strong organizational and project management capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable presenting technical information to customers and executive stakeholders.

Travel Requirements:

• Ability to travel 50-75% as business needs require.
• Must be capable of deploying to customer sites throughout the continental United States within 48-72 hours when necessary.
• Valid driver's license and ability to travel by air.

Physical Requirements:

• Ability to work in outdoor construction and utility-scale solar environments.
• Ability to walk uneven terrain and navigate active construction sites.
• Ability to lift up to 50 pounds occasionally.
• Ability to work in varying weather conditions and temperatures.

Success Measures:

• Timely response to customer claims and escalations.
• Successful completion of field investigations and RCA support activities.
• Customer satisfaction and issue resolution performance.
• Quality of field reporting and documentation.
• Effective collaboration with Deployed Systems Engineering, Engineering, Quality, Sales, and Project Management.
• Reduction in recurring field issues through proactive feedback and corrective action support.