Service Project Manager

Our growing Service Team requires the addition of a SOMR Project Manager to facilitate and manage the resolution of residential and commercial solar service needs.

SOMR = Service, Operations & Maintenance, and Remove & Replace

Duties and Responsibilities:

StraightUp Solar has several qualified and certified solar service technicians who monitor, maintain, or repair the 2,000+ systems constructed to date by StraightUp Solar. StraightUp Solar provides a 10-year workmanship warranty on our system, and we’re certified and available to perform manufacturer’s warranty service on these systems. In addition, we also provide service to systems constructed by other solar companies. The SOMR team additionally provides Operations and Maintenance solutions and Remove and Replace services for roof replacements. Our service area is roughly 2.5 hours from any of our three office locations: St. Louis, MO, Bloomington, IL, and Marion, IL.

The SOMR Project Manager manages assigned service tickets from inception through completion to ensure issue resolution and customer satisfaction. Service requests are processed and entered into our database by the Customer Care Department or one of our system Monitoring Technicians. Issues requiring a site visit to resolve are assigned to a Service Project Manager.

• Review service requests and service tickets to ensure accuracy and completion.
• Review customer account history and system records to understand past issues and array performance.
• Communicate with customers to ask targeted, clarifying questions to accurately identify the nature of the issue prior to a site visit.
• Develop a clear and detailed scope of work to troubleshoot or resolve service issues. Collaborate with internal team members as needed to confirm scope and define costs.
• Prepare detailed service quotes, communicate rates and terms, and obtain customer approval for service contracts.
• Procure necessary materials, complete the draft work order, and organize service visit.
• Collaborate with the Scheduling Manager and the service team for service ticket execution.
• Communicate with assigned technicians during execution and participate in Daily Update Report meeting to update status and confirm the next day’s schedule
• Keep customers informed throughout the service process, including progress updates, findings, and next steps.
• Track and confirm all eligible Return Material Authorization (RMA) items are sent back to the manufacturer in a timely manner, and that all labor reimbursement opportunities are facilitated.
• Provide timely, accurate invoicing instructions to accounting for completed services.
• Actively participate and contribute in team meetings to identify and implement process and service delivery improvements.
• Assist with Operations and Maintenance service and initiatives, as assigned.
• Monitor solar manufacturing portals, as assigned.

Required Qualifications:

• Previous experience in solar industry, construction, electrical, service department, or other technical background
• Excellent verbal and written communication skills, with a strong focus on customer service and professionalism
• Able to thrive in dynamic, fast-paced environments and manage multiple tasks effectively
• Experienced working with cloud-based computer networks – CRM experience, MS Office, and Google Suite
• Present a consistent positive attitude, exceptional teamwork, with reliable attendance
• Strong ability to manage numerous priorities, multitask, and follow through on assigned tasks and projects with minimal supervision
• Solutions-focused and consistently seeking opportunities to enhance communication, efficiency, and service delivery
• Clean driving record with reliable transportation.
• Ability to pass a background check.

Preferred Skills and Abilities:

• Advanced knowledge of solar and installation/code requirements
• Familiar with construction and roof safety protocols and policies
• Working knowledge of solar monitoring portals
• Leadership Training
• NABCEP Associates
• OSHA 10

Position Information:

• Department: Service
• Supervisor:  Madelyn Thompson
• Full Time: An estimated 40-45 hours per week depending on the time of year.
• Pay Structure: Hourly paid position averaging between $55-58,000 annually
• Work Schedule: 5 Days Per Week – M-F 
• Hybrid Role