Primary Skills: Service Delivery Management (Advanced), Customer Support (Advanced), SQL (Advanced), Linux/Unix (Intermediate), Cloud Infrastructure AWS/Azure (Advanced)
Contract Type: W2 Only
Duration: 12+ Months
Location: Campbell, Bay Area, US. Remote
Pay Range: $50 - $55 per hour on W2
Job Summary:Seeking an experienced Operations and Service Delivery Lead to oversee customer-facing operations and service delivery for Distributed Energy Resource (DER) products, including DER Gateways, DER Aggregators, and DER Control solutions. This role will be responsible for customer satisfaction, service operations, project coordination, support management, and infrastructure oversight while acting as the primary interface between customers and internal operations teams.
Key Responsibilities:- Lead service delivery and operational support activities with ownership of customer satisfaction KPIs.
- Coordinate and oversee product upgrades and operational deployments.
- Manage support ticket queues and ensure adherence to defined SLAs.
- Prepare and present operational status reports, metrics, and performance dashboards.
- Handle customer escalations and drive timely issue resolution.
- Participate in and manage on-call support activities.
- Review project infrastructure requirements and provide operational recommendations.
- Coordinate with customers, engineering teams, and project stakeholders to ensure successful service delivery.
- Drive continuous improvement initiatives across support and operations processes.
Must-Have Skills:- 6–8 years of experience in Service Delivery, Operations Management, Technical Support, or a related role.
- Minimum 2 years of experience within Utilities, Renewable Energy, or Power Systems industries.
- Basic SQL knowledge for data analysis and troubleshooting.
- Working knowledge of Unix/Linux operating systems.
- Experience administering and supporting IT systems and applications.
- Exposure to cloud infrastructure environments, including AWS and Azure.
Preferred Qualifications:- Experience supporting DER, SCADA, Energy Management, Utility Automation, or Grid Modernization projects.
- Knowledge of ITIL-based service delivery processes and operational best practices.
- Experience managing customer-facing support organizations.
- Familiarity with monitoring, reporting, and operational metrics.
Education:- Bachelor's Degree in Electrical Engineering or a related technical discipline.
Industry Experience:Utilities, Renewable Energy, Distributed Energy Resources (DER), Energy Management, Power Systems, Utility Automation, Smart Grid Technologies (Preferred)
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