Solar Service Director

Freedom Solar is one of the largest solar installation companies in the United States. Founded in Austin in 2007, our residential business serves Texas and Florida, and our commercial business has a nationwide reach. Our strong reputation in the industry is based on our dedication to quality craftsmanship and outstanding customer service. At Freedom Solar, our mission is to enable our customers to live more powerfully by harnessing clean, affordable, and reliable energy from the sun. We take great pride in living by these 6 core values:

• Pride in Quality Craftsmanship
• Go Above and Beyond
• Put People First
• Have a Humble Heart
• Give a Damn
• Shoot Straight

At Freedom Solar, we have built a customer-focused, turnkey solar installation experience that is unusual in the industry. Unlike most solar companies, we serve our customers through the entirety of their solar journey, from marketing and sales, to installation, to service and warranty coverage. As we have scaled, we have remained true to our startup roots, with dedication, creativity, resourcefulness, and speed inherent to our culture. We care deeply about our customers and the environment, and everything we do reflects that. And we aspire that our team emulates and enhances this culture.

The Director of Service will act as the primary leader of the Service department, reporting to the Chief Customer Success Officer. In this role, he/she will be responsible for overseeing the Service department’s operations, including but not limited to system maintenance, repairs, and deinstallations-reinstallations. This role will utilize previously developed expertise to develop internal and external processes and procedures regarding service ticket processing, vendor and inventory management, enhanced customer communications and support, and team structure and management, to ensure a high level of customer satisfaction with the Service department. Success in this role will be measured by the speed and efficiency at which Service tickets are handled, the quality of Service department work, and a variety of customer satisfaction metrics.

Job Duties

• Acts as the leader of the Service department, overseeing the Service department’s operations, including but not limited to system maintenance, repairs, and deinstallations-reinstallations.
• Hires, manages, and develops a high-performing team of service professionals who are committed to performing at the high standards expected by the company.
• Designs and implements processes and procedures to efficiently address customer concerns regarding their solar systems.
• Ensures that the Service department and its team members are consistently providing high-quality, efficient work for the company’s customers.
• Reviews, redesigns, and/or enhances, as necessary, the customer experience journey as it relates to Service department operations, and works with other departments within the company to support customer experience initiatives.
• Establishes pricing for Service department products and services that ensures consistent and predictable financial outcomes.
• Understands and, working with the Accounting department, employs fundamental budgeting, planning, monitoring, and forecasting processes to ensure the Service department hits financial and operational goals.
• With the Technology department, assists in the rollout and implementation of continuous monitoring and system diagnostics for installed solar systems.
• Ensures high-touch, positive, and efficient cross-department communication and collaboration with the Operations department, the Customer Care department, the Resolutions department, and others.
• Establishes a safety-first culture and attitude among Service department team members, and works closely with the Safety department to roll out safety-related initiatives.
• Develop and implement internal process improvements for the service team, working cross-functionally with other departments.
• Prepare routine reports for internal and external use, determining KPIs and metrics for service business activity and performance.
• Maintain a culture of continuous improvement and problem-solving within the service team.
• Establish KPIs to evaluate operational efficiency across all sites.
• Proactively seek opportunities to grow service revenue and net margins.
• Establish policies and procedures to support service operations.
• Identify, develop, and build relationships with third-party service providers.

Knowledge, Skills, Abilities, and Competency

• Experience with PV/solar systems and maintenance, including DC systems, AC voltage systems, and network communications and monitoring.
• Experience managing a high-performing solar service or operations team and developing processes and procedures to enhance team performance and customer satisfaction.
• Strong analytical capabilities.
• Experience working with existing solar manufacturers (Inverters, Modules, Monitoring, etc.)
• Knowledge of National Electrical Code (NEC), NFPA, and other standard practices.
• Ability to read and understand electrical single-line and three-line diagrams /schematics.

Education and Experience Required

• Bachelor’s Degree from an accredited U.S. college or university.
• 5+ years of experience in solar service or operations organization, with at least 2+ years in a management role.
• Computer proficiency with Microsoft Office and Excel software.
• Excellent verbal and written communication skills.
• Valid Driver’s License.

We understand you may be a great candidate without fitting all our preferred experience, knowledge, skills, and attributes. And you may have other skills that are valuable for the role, but which we haven’t thought of. Because we recognize this and we value diversity of thought, experience, and background, we still encourage you to apply.

Freedom Solar is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Employee Benefits

Freedom Solar recognizes that talented people are attracted to companies that provide competitive pay, upward mobility, and an exciting fast-paced culture. For this reason, we offer a growing Benefit Plan that includes the following:

• Medical, Dental, and Vision Insurance
• 100% Company-Sponsored Short-Term Disability
• 401(k) Employer Matching
• Weekly Pay Dates
• 3 Weeks PTO + 3 Sick Days
• 12 Paid Holidays
• Team Building Events!
• Upward mobility Opportunities!