Service Efficiency Specialist - Remote

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 Service Efficiency Specialist (SES) reports directly to the Regional Service Manager to improve the success rate of Field Service Technicians.   The SES is assigned to a Sunrun Service Region and coordinates the activity of Field Service,  Supply Chain, Schedulers, and Case Managers. The SES is also directly involved with the review, resolution and work order creation for the most challenging issues with Sunrun systems in the field.

Successful Service Efficiency Specialists are Solar and Solar + Storage subject matter experts who value teamwork, attention to detail and problem solving that drives success in the field. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Oversight and execution

• Daily management of schedules with the Case Management and Scheduling teams to minimize pull-offs and to service high priority customers

• Weekly cross functional branch meetings to ensure that Technicians have everything they need to be successful in the field (Inventory & Supply Chain, Installation, Fleet, Safety etc.)  Including inventory scrubs and RMA completion audits.

• Regular Technician utilization audits and reserved schedule capacity management to ensure Technicians are fully scheduled

• Regular monitoring of RMA returns with warehouse staff to ensure they are complete

• Regular review of Service key performance indicators (KPIs) and communicating the root causes of underperformance to Regional Service Managers.

• Coordinate performance improvement initiatives as directed by the Regional Service Manager

• Up to 10% Travel Requirement 

Case Resolution

• Identify and resolve complex cases that have not been repaired despite multiple attempts in the field.  Outline all next steps to resolve the issue on the next truck roll

• Remote fix of system issues  where possible (shade analysis, solar array mapping, serial number updates etc.)

• Process service cases including but not limited to: review, routing to the correct owner, work order creation, validation of system health and case closure as needed

• Remote troubleshooting of solar and/or solar+battery systems in vendor portals 

• Answer technical questions from Field Technicians via phone, chat and text

QUALIFICATIONS

Minimum Qualifications 

• A minimum of 2.5+ years of solar operations experience is required.  

• Prior reporting and analytical experience required 

• High school diploma or equivalent required, post-secondary education preferred.

• Proficiency in Microsoft Windows, Word, Excel, PowerPoint, Google Suite, Salesforce, Dispatch console (or equivalent scheduling software) and Tableau (or equivalent data analysis software)

Additional Qualifications

• Prior residential Solar experience strongly preferred. At least one year in a capacity planning or leadership role in a solar branch operation preferred

• Direct experience repairing Solar and Battery and/or direct experience with Solar and Battery equipment manufacturer online portals, RMA processes and troubleshooting steps preferred

• Operationally & process focused; detailed oriented but able to grasp the big picture. Process improvement (lean, six sigma, ISO9001) experience is a plus. 

• Experience coordinating efforts between multiple business areas, such as field operations and contact centers. 

• Outstanding communication skills, including excellent listening skills - in writing and presentations, over the phone, and face-to-face 

• A self-starter who can identify what needs to happen and execute it with minimal oversight. Positive attitude; not easily flustered, motivated team player, looking to succeed. 

• 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. 

Recruiter:

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different  starting salary range for this opportunity which may be higher or lower.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards.  Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. 

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.