Manager of Field Service Operations

Your mission is to work collaboratively with Field Service team members, customers, O&M vendors, and OEM’s as well as a wide range of internal business and technology teams to successfully operate and maintain our BESS, PV and EV projects within our North American markets for maximum uptime. 

Principal Duties and Responsibilities:  

• Operational Success - Cultivate a culture of operational success among team members and partners throughout all stages of the O&M lifecycle: 

• Liaise with project development and construction management groups to establish effective O&M contracts and hand-off to O&M that fit the need of project expectations and meet project goals  

• Establish and oversee field service workflows to ensure internal/external customer satisfaction and maximum project uptime  

• Proactively communicate operational expectations with internal team members which include Field Service Project Managers, Asset Management, and the DES NOC to ensure timely completion of planned and unplanned maintenance across the DES portfolio 

• Oversee frontline verification of issue resolution by working with O&M, OEM and the DES NOC team to ensure issues are resolved in a timely manner and the site is fit for continued operation 

• Technical Service Management – Management of FSPM team best practice; and liaise with vendors, contractors, and internal company stakeholders to define, scope, and implement operational improvements: 

• Develop and comply with standardized workflows to effectively manage project operation  

• Network with technical teams to define system improvements to optimize workflows and improve project operation 

• Field Service Operations - Direct critical field service operations functions: 

• Ensure timely work order completion at high quality including the prompt resolution of any related exceptions 

• Maintain work order dispatch and checkout workflows, and ensure compliance with all related quality assurance measures  

• Escalation of unresolved issues to the appropriate internal team for follow up and issue resolution 

• Oversight of vendor site visit scheduling activity at project sites to ensure customer check-in procedures are adhered to 

• Oversee and direct Field Service management functions with a focus on high uptime and reliability at lowest possible total lifecycle cost 

• Develop standardized procedures for operating, troubleshooting and maintaining all proprietary DES field technology 

Additional Duties: 

• Support and report on key operational initiatives including: 

• Optimize and document changes to established Field Services Storage O&M processes 

• Document newly created O&M processes 

• Responsible for weekly status reporting to include: 

• PV Portfolio Performance 

• Vendor SLA performance 

• Conducting root cause analysis for common failures encountered in the field and suggested corrective actions 

• Identify/qualify new O&M vendors to cover all NA geographic locations to achieve maximum response rates at the lowest possible cost  

• Creation of vendor PO’s to support Field Service activities 

Requirements

• Bachelor’s degree in engineering, or equivalent technical field experience related to Battery Storage, PV and EV systems 

• 5+ years’ experience in commercial/industrial energy projects in development, project management, product management, engineering or construction 

• 3+ years’ experience with Energy Storage or Solar PV project development and design 

• Project management skills including: ability to handle ambiguity, multitask, prioritize, set and meet deadlines, work independently, and perform tasks with emphasis on accuracy and attention to detail 

• Proficiency reviewing contracts and RFPs 

• Construction experience in Power Generation, Renewable Energy, or Industrial Engineering facilities 

• Comfort with NEC code, as well as related codes such as IBC, NFPA 855 and UL standards 1741, 9540 

• Experience installing, configuring and troubleshooting energy meters, inverters and industrial control devices and associated networking 

• Experience with medium voltage interconnection design including transformer specifications, pad mounted and pole mounted equipment 

• Ability and willingness to travel; 10% 

Benefits

We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their streng