Solar Service Supervisor - Residential Solar

Published: 6/14/2022

Job Description

*** Role is in office daily in Pennsauken, NJ***

Solar Energy World—now a wholly owned Comcast company—is expanding rapidly and looking for hardworking, results-oriented Inside Sales Representatives to support our growing DMV market. This role is designed for individuals who want to prove themselves, master the fundamentals of sales, and earn a clear pathway into Outside Sales.

Comcast has a long and successful history of acquiring, investing in, and scaling high-potential companies. As part of Comcast’s Energy Services business unit, Solar Energy World is fully backed to grow aggressively while maintaining our commitment to integrity, in-house quality, and long-term value for homeowners—because tomorrow matters.

Position Overview

The Field Service Manager leads the day-to-day execution of residential solar and battery field service operations, ensuring customers receive timely, safe, and high-quality field service. This role is responsible for managing Service Technicians, Removal & Reinstallation (R&R) crews, and other field resources while partnering closely with the Service Center Case Management team to drive rapid case resolution.

The Field Service Manager owns field execution after work orders are dispatched, ensuring technicians are properly scheduled, prepared, productive, and equipped to resolve customer issues on the first visit whenever possible. This leader continuously improves technician performance, field quality, operational efficiency, and customer satisfaction while maintaining strict adherence to safety and quality standards.

Success in this role requires balancing customer urgency, technician capacity, quality expectations, and operational efficiency while supporting the company's Operating Priorities of Safety, Quality, Customer Experience, Speed, and Efficiency.

Primary Responsibilities

Field Operations Leadership

Lead all residential field service operations, including troubleshooting, repairs, warranty work, diagnostics, inspections, removals and reinstallations (R&R), commissioning, and post-install service.
Manage daily field operations to maximize technician productivity, utilization, and customer satisfaction.
Ensure service work is completed safely, efficiently, and in accordance with company quality standards.
Provide coaching, leadership, and technical support to Field Supervisors and technicians.

Partner closely with Service Center Case Managers to ensure seamless customer experiences from case creation through resolution by:

Reviewing daily service schedules and technician capacity.
Prioritizing emergency and high-impact customer issues.
Providing scheduling recommendations based on field capacity.
Ensuring work orders contain sufficient information before dispatch.
Communicating field updates that enable proactive customer communication.
Supporting rapid resolution of escalated customer issues.

Workforce Planning & Scheduling

Manage technician schedules, geographic routing, and workload balancing.
Optimize labor utilization while minimizing windshield time and overtime.
Ensure technicians have the proper materials, equipment, and documentation before dispatch.
Adjust schedules throughout the day to respond to emergencies, weather, and operational changes.

Technician Leadership & Development

Recruit, onboard, train, and develop high-performing field technicians.
Conduct regular ride-alongs, field observations, and performance coaching.
Develop technical capability across solar PV, battery storage, roofing interfaces, electrical troubleshooting, and monitoring systems.
Foster a culture focused on accountability, ownership, teamwork, and continuous improvement.

Safety Leadership

Champion a safety-first culture throughout Field Service operations.
Ensure compliance with OSHA requirements and company safety policies.
Conduct regular jobsite safety observations and audits.
Investigate safety incidents and implement corrective actions.
Reinforce safe work practices through coaching and ongoing training.

Quality Management

Ensure all service work meets company workmanship standards.
Review completed work orders, technician documentation, and photographs for accuracy and completeness.
Monitor first-time fix performance and identify opportunities to reduce repeat service visits.
Partner with Quality, Installation, and Engineering teams to resolve recurring issues.
Support root cause analysis for quality trends and warranty failures.

Customer Experience

Lead field efforts to deliver an exceptional customer experience.
Support technicians in resolving customer concerns professionally and effectively.
Personally engage with customers when complex situations require leadership involvement.
Ensure customer expectations are clearly understood and managed throughout the service process.
Drive improvements that reduce callbacks and increase customer satisfaction.

Technical Leadership

Serve as the senior field resource for complex technical issues involving:

Residential solar PV systems
Battery storage systems
Inverters
Monitoring platforms
Electrical troubleshooting
Roof leak investigations
Removal and Reinstallation projects
Warranty repairs

Partner with Tier II Technical Support on complex diagnostic issues while ensuring field teams receive appropriate guidance and coaching.

Performance Management

Monitor and improve key operational metrics including:

Service case completion time
Technician productivity
First-time fix rate
Repeat truck rolls
Average jobs completed per technician
Schedule adherence
Open work order aging
Customer satisfaction
Safety performance
Overtime utilization
Warranty and callback rates

Use performance data to identify trends, remove operational barriers, and improve service execution.

Continuous Improvement

Identify opportunities to improve field operations, technician productivity, and customer outcomes.
Standardize best practices across service teams.
Partner with cross-functional leaders to improve service workflows.
Support implementation of new technologies, processes, and operational initiatives.
Participate in strategic planning for service capacity, staffing, and operational growth.

Qualifications

Required

5+ years of leadership experience in residential solar, electrical, roofing, construction, or field service operations.
Proven experience leading multiple field technicians or service crews.
Strong understanding of residential solar PV systems, battery storage, electrical troubleshooting, and service operations.
Experience managing scheduling, technician productivity, and field operations.
Strong leadership, coaching, and performance management skills.
Excellent organizational and problem-solving abilities.
Ability to make sound operational decisions in a fast-paced environment.
Experience using CRM, field service management, and scheduling software.
Valid driver's license with acceptable driving record.

Preferred

NABCEP certification.
OSHA 30 certification.
Experience with Enphase, SolarEdge, Tesla, FranklinWH, and Generac systems.
Experience managing warranty and removal & reinstallation operations.
Experience in residential service operations supporting multiple states or markets.

\nCompany Description

Solar Energy World, now a wholly owned subsidiary of Comcast Corporation, is a top-rated, award-winning regional solar panel installation company for residential property owners serving Maryland, Virginia, Delaware, Pennsylvania, New Jersey, Florida, and Washington D.C.