Field Operations Specialist

The Role

SPAN is growing fast and we’re looking for a Technical Account Manager to support our fast-growing channel of new home construction and key customer accounts. This role involves strong collaboration as a technical partner to our Sales and Account Management functions with a strong in-field presence with our electrician partners. There will be a heavy emphasis on Homebuilder Operations activation, installation volume velocity, in-person customer visits, field electrician and designer trainings and of course escalated problem resolution. Important skills include a self-driven work style, flexibility, and an eagerness to learn and develop broad expertise of SPAN’s products along with pre and post sale processes. A SPAN Technical Account Manager is patient, and empathetic, inspires confidence, and brings credibility to customer interactions. This role will benefit from a combination of residential electrical and sales engineering experience and field personnel interactions with successful outcomes. We need an eagerness to develop new channel processes, and drive product improvements with real homebuilder volume perspectives to ensure an excellent customer experience.

In this role, a large amount of travel will be needed to support the installation of SPAN’s products in the field. While SPAN maintains a flexible work environment regarding remote work, working from our headquarters in San Francisco will be required periodically. You should also expect to regularly interface with SPAN’s customers including General Contractors, Electrical Contractors, Architects, Developers, Electric Utilities and homeowners.

Members of our team are hands-on, team-oriented, creative, and most of all highly passionate about driving adoption of clean energy at scale. Ability to apply technical reasoning to a variety of projects and processes is a must. Excellent written and verbal communication is a must.

Responsibilities

• In this role, you will…

  • Be an expert in SPAN’s Energy Management applications and Energy Storage Systems integrations.

  • Sit on a cross functional core team to support our Homebuilder / New Construction Sales Team members involving sharing knowledge of valuable market trends, technical knowledge, and customer feedback.

  • Provide technical expertise around SPAN products to electricians, project managers, designers, customer operations leadership and sales teams to drive rapid adoption and scale of SPAN products via key accounts relationships.

  • Initial and ongoing electrician and solar installer customer trainings with the goal of accelerating proficiency around the installation of SPAN products.

  • Be onsite for customer visits in the field at installation projects AND at customer branch office locations throughout the US and Puerto Rico.

  • Create, maintain, and update Project Management style tracking tools for Homebuilder installation progress across dozens of builders and hundreds of communities in various stages of progress.

    • Helping us build and track the pipeline of SPAN products needed from manufacturing, fulfillment, procurement, installation, commissioning and homeowner onboarding.

  • Function as a bridge between the customer and SPAN Support/Tier 3 Teams, Engineering, and QA Teams working to maintain and deliver on SLAs for customer issue resolution.

    • Provide input and feedback to customers’ standard operating procedures and design guidelines related to installation workflows for SPAN products and integrations with other vendor’s equipment in a residential application.

    • Identify ways to improve processes for installer support, product information, and learnings.

• Expectation of up to 50% or more of time traveling to customer locations.

About You 

Required Qualifications

• Ability to develop new or improve existing training documentation as needed for the purposes of training various technical and non-technical customer audiences.

• Project Management mindset and experience to create tracking tools for installation and activations progress.

• Comfort with delivering presentations to small to medium-sized groups, delivered with an engaging and credible style.

• Able to travel 50%+ of the time to in-field new home builder communities (Production, Custom and SPEC market segments).

• Prioritize safety and job-site awareness for Zero incident outcomes while on customer project sites, including proper PPE and OSHA r