Field Service Manager

Operations - Full-Time

Job Description

The Field Service Manager primary responsibilities are to help build out an nationwide industry leading national field service network and maintain timely service for all Swell customers.


● Manage daily flow of service requests from issue identification through final resolution and root cause analysis

● Proactively identify projects that require service

● Ensure positive customer experience through the service lifecycle

● Develop technical areas of specialization (i.e. system performance, monitoring, reporting, field procedures, etc.)

● Develop training program for future team members

● Collaborate with other internal teams (i.e. Swell Customer Support, Sales, Designs) to resolve routine and complex service issues

● Provide technical assistance to Swell Customer Support team members and assist with escalated situations, including those involving legal

● Manage assigned service partners, including delivery of reports and metrics

● Develop and complete service partner onboarding and training

● Portal Administration (creating and maintaining service partner accounts) within Wave (Swell’s Project Management software and Salesforce

● Negotiating rates for service work with service partners and installers

● Develop, monitor and coordinate a network of service partners and channel partner field service technicians

● Train partner technicians on Swell field service best practices/software implementation/ dispatch processes

● Monitor performance between service vendors

● Attend regular partner monthly meetings with Swell installation Partner Development Managers to review partner performance and help address deficiencies and corrective actions

● Recommend changes that will lead to enhanced performance

● Assist in the creation and deployment of field service training videos


● Bachelor’s degree

● 3-5 years of applicable work experience

● Critical thinking and quantitative skills; comfortable analyzing data

● Excellent written and oral communication skills

● Professional experience in the solar and storage industry (design, installation, and/or service)

● Project management experience

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