New Homes Service Manager

POSITION DESCRIPTION: 

Qcells New Homes is seeking aService Manager to oversee the Operation & Maintenance of our growing fleet of active PV & ESS system assets for the duration of product warranties and TPO contracts. This role is responsible for case intake, case creation and evaluation, field service dispatch, quote to invoice process management, and data analysis for process improvement feedback and insight. 

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with in-office schedule set at the direct manager’s discretion in accordance with company policy. Remote work may be considered for exceptional cases. 

RESPONSIBILITIES: 

• Establish procedures, workflows, and performance expectations for New Homes Operations & Maintenance Field Service Department.   

• Manage system underperformance cases from intake to resolution, including but not limited to remote troubleshooting, diagnosis, field service dispatch, RMA submission, billing, reimbursement claims, and cost transfers.   

• Design and implement protocols for field service installers and train customer experience and other relevant departments in CRM case management procedures.   

• Manage case intake process from tech support, customer care, homeowner, builder, or other reporting entity.   

• Evaluate case details and performance data to classify issues and trigger next steps to resolution.   

• Send remote signalto reset communications if a remote fix is possible.   

• Generate work orders for Field Service Installers and trigger dispatch if field visit is required.   

• Maintain accurate case notes and data entry with time-stamped updates and statuses.   

• Collaborate with the Customer Experience team to ensure homeowners receive timely updates and next-step instructions as needed.   

• Participate in Field Service Installer for pre-qualification and onboarding processes to expand the network of local providers.   

• Work with Supply Chain & Eco Recycle to track and evaluate product life cycle and RMA volume and cost metrics.   

• Design and implement cost-reduction opportunities and procedural efficiency improvements, including reducing truck rolls and cycle time to resolution.   

• Build data reports and dashboards to track case progress, assign task ownership, and to present high-level analysis to leadership.   

• Foster and promote a culture of safety, accountability, and continuous improvement.  

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in business or other related field with a minimum of 5yearsof professional work experience including 3+ years’ work experience in construction and project management and/or working in Field Operations and Operations Management related to solar and storage in new home communities.  

• Ability to comprehend and adhere to PV/ESS system designs and equipment specifications with impeccable attention to detail for compatible product replacement.    

• Ability to exercise strong organizational, problem-solving, and analytical skills as well as process driven while finding long-term solutions.  

• Excellent oral and written communication skills with the ability to present internal and external stakeholders on the performance of the new home solar contractors.  

• Entrepreneurial mindset and demonstrated ability to thrive in a high-growth environment.  

• Ability to visit job sites in strict compliance with QCells and OSHA’s safety requirements.  

PREFERRED QUALIFICATIONS: 

• Basic understanding of construction processes, documentation requirements, and financing procedures. 

• Background in Construction, Roofing, Solar or Electrical.  

• Preferred OSHA 30 Certification.  

COMPENSATION: 

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is: 

• Zone 1 (Bay Area, NYC): $106,900 – $128,300  

• Zone 2 (CA, NJ, NY): $98,000 – $117,600  

• Zone 3 (All others): $89,100 – $106,900 

The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors. 

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions.  Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services.  We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.