Manager, Field Service

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA

As a Manager, Field Service Operations is a high-accountability managerial role responsible for driving, measuring, and owning the operational outcomes of our in-house technicians. You will serve as a primary leader ensuring technicians deliver services that meet our strict standards for speed, cost efficiency, and quality across the solar O&M portfolio.

You'll be responsible for leading a dispatcher and a team of technicians in Louisiana. You will have oversight of office space and warehouse as well as inventory maintenance. In office presence required, with some flexibility with a hybrid working schedule.

What You'll Do

At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you'll be doing:

• Own Network Performance Outcomes: Directly manage your technicians to ensure adherence to key operational metrics, including:
  • Speed: Meeting or exceeding SLAs for Mean FSP Turn Around Time (MTAT) and service ticket resolution windows.
  • Quality: Maintaining high customer satisfaction (CSAT) scores and minimizing service defects, repeat visits, and warranty claims.
  • Cost/Value: Driving efficiency in quote accuracy, maximizing first-time fix rates, and minimizing unnecessary escalations.
• Process Execution Oversight: Oversee the end-to-end process execution for all service tickets routed to FSPs. This includes:
  • Rigorous Auditing: Conducting detailed reviews of field service reports, quotes, and work order closures for both technical accuracy and adherence to pricing policies.
  • Outlier Management & Intervention: Proactively identify, investigate, and remediate high-variance tickets (e.g., jobs with excessive costs, prolonged cycle times, or multiple failed visits) to enforce consistent partner performance.
  • Escalation Management: Serving as the final internal decision point for complex service escalations and workmanship warranty claims.
• Continuous Improvement & Process Refinement:
  • Root Cause Analysis (RCA): Systematically analyze service failure points (e.g., failed inspections, high repeat visit rates) to determine the underlying cause, whether it's policy confusion, technical gap, or process defect.
  • Process Improvement: Collaborate cross-functionally with the Omnidian Operations Team to recommend and implement corrective actions that permanently streamline workflows and reduce failure rates across the entire service pipeline.
  • Partner Development: Translate identified process gaps into necessary training updates for FSPs, actively improving their operational maturity.
  • Workforce Planning & Network Administration: Manage team coverage to ensure the right resource can be at the right asset at the right time. Accountable for FSP retention. Ensure recruiting, onboarding, work order level coaching, and any necessary contract management actions take place to drive FSP accountability
• You will have oversight of office space and warehouse as well as inventory maintenance.

Who You Are

• Accountability Driver: Naturally takes ownership of results, regardless of whether the technician reports to you or to a partner company.
• Data-Driven Manager: Highly skilled at analyzing performance data (SLAs, FTR, quote accuracy) to identify trends, coach partners, and hold them accountable for improvement.
• Strategic Negotiator: Able to maintain strong professional relationships while demanding compliance and driving process adherence from third-party partners.
• Detail-Oriented and Process-Driven: Possesses exceptional attention to detail necessary to scrutinize service reports, audit complex quotes, and ensure accurate closeouts.
• Strong Communicator: Clear, concise, and capable of leading sensitive performance discussions with external leaders.

Experience You'll Need

• 3+ years of progressive experience in a direct Partner/Vendor Management role, Field Operations oversight, or Contract Management within a service or logistics industry.
• 2+ years of solar experience, gaining in-depth knowledge of solar photovoltaic (PV) systems, including system design, operation, and maintenance.
• Proven expertise in leveraging data and metrics to manage and improve the performance of an external service network.
• Strong proficiency in CRM and Field Service Management (FSM) systems.

Experience That's a Plus

• 4+ years of solar experience, with extensive knowledge of Solar Storage Systems and complex O&M procedures.
• Experience in Salesforce/Service Cloud.
• A background in industrial or process engineering, with a focus on supply chain or service execution efficiency.
• Holding a current electrical license.

Logistics

• We plan to have this role start in February
• Looking for about 50% in office
• We are unable to provide sponsorship for this role, now or in the future

Work-Life & Culture

• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle area, we offer a vibrant office space in the historic and beautiful Smith Tower, in the heart of Pioneer Square
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow with Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process
• We're a fast-growing startup, which means we're constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there's gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you've never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

$80,000 - $110,000 a year

Midpoint: $95,000

Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.

Performance Bonus: Because exceptional work deserves exceptional rewards. Eligibility begins after 90 days.

Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.

Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.

Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.