Senior Field Service Manager, Commercial

📋 Description

• • Own end-to-end scheduling for 50+ commercial solar field technicians across North America, balancing emergency calls, planned maintenance, and warranty work while hitting aggressive first-time-fix and response-time targets.
• • Translate complex work orders from Salesforce into daily and weekly technician calendars, factoring in travel distance, skill level, parts availability, and customer SLAs to maximize billable hours and minimize carbon footprint.
• • Serve as the single source of truth for all field logistics: route changes, permit issues, weather delays, or customer escalations are communicated instantly to technicians, account managers, and commercial operations via Slack, phone, and automated SMS.
• • Drive continuous improvement by mining KPI dashboards (response time, completion rate, NPS, overtime) and running weekly root-cause sessions that turn raw data into actionable process tweaks, saving an average of 12% travel time per technician per month.
• • Coordinate emergency response for critical outages on multi-megawatt commercial rooftops and carports, dispatching the nearest qualified technician within 30 minutes and orchestrating parts drop-shipments to restore production before peak-rate periods.
• • Build and maintain a living capacity model that forecasts technician availability 8 weeks out, enabling sales and project teams to promise realistic service dates and avoid costly contract penalties.
• • Partner with Supply Chain to stage high-velocity spare parts in regional hubs, cutting average truck rolls per ticket from 1.4 to 1.1 and freeing 600+ technician hours annually for proactive maintenance.
• • Champion safety by embedding OSHA checklists and tailgate-talk reminders into every dispatch packet, achieving zero recordable incidents across the commercial fleet for the last 18 months.
• • Produce concise, executive-ready daily and weekly reports that translate field metrics into financial impact—downtime avoided, revenue protected, and customer renewals influenced—so leadership can see the ROI of every scheduled truck roll.
• • Mentor junior dispatchers and newly promoted field supervisors, creating SOPs and shadowing programs that shorten onboarding from 6 weeks to 3 and build a pipeline of future managers.
• • Pilot new Field Service Management software features (AI routing, predictive scheduling) in collaboration with Product and Engineering, turning real-world feedback into product road-map items that benefit the entire organization.
• • Foster a culture of customer obsession by personally following up on any commercial site rated below 4 stars, converting detractors into promoters and feeding insights back to training and quality teams.
• • Represent Omnidian at quarterly customer QBRs, presenting data-driven stories of how proactive scheduling has increased fleet availability and reduced energy losses, reinforcing our position as a trusted performance-assurance partner.
• • Manage cross-time-zone logistics for technicians in the Pacific, Mountain, Central, and Eastern regions, leveraging shift hand-offs and 24/7 on-call rotations to guarantee same-day response for any P1 ticket east of the Mississippi.
• • Collaborate with Finance to validate technician utilization targets and bonus structures, ensuring that incentive plans reward both speed and quality while keeping labor cost per watt within budget.