Performance Case Manager

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

Overview

The Performance Case Manager is responsible for coordinating effective execution of field service work through branch and partner relationships. Customer obsession, excellent communication and a desire to succeed are critical personal characteristics for success.

Essential Duties and Responsibilities

• Drive Results: Performance Management  

• Serve as the primary point of contact for field service work and case inquiries

• Own and develop partner or branch relationships including weekly/monthly reviews, utilization and workload management, process updates and identification and resolution of specific market and process issues

• Following up with Third Party Vendors in regards to tracking and allocating equipment (IE checking status, stock, verifying/completing RMA claims and shipments)

• Lead selected program based projects that require cross-functional engagement with key staff across the organization and external stakeholders

• Handle Escalations

• Complete individual customer projects

• Resolve field service escalations to resolution

• Solve escalated tech support questions and provide recommendations on how to mitigate in the future

• Close out escalated tasks as assigned

• Project Management  

• Approving/Rejecting findings

• Managing declined partner dispatches and issuing new dispatches

• Manually updating case statuses

• Handling inbound customer and technician calls

• Managing the FS Unresponsive Customer Process

• Providing customer updates from start to finish for Field Service Cases(phone and email), consistent customer communication from the start of the FS issue to the end

• Issuing credits for Field Service related issues

• Letters of intent for Service Transfer and initiating Service Transfer cases

• Contractual knowledge for customers as well as Service Partners(warranty vs non-warranty obligations)

• Review and approve Service Partner and subcontractor quotes

• Initiate and close out Insurance claims

• De-escalating customers and ability to develop key construction knowledgeable 

• Applied knowledge of solar construction, materials, and best practices in regards to solar installations

• High familiarity with field service practices encouraged

• Applied knowledge of business metrics

• Must a self-starter, take on various duties and be able to take initiative when needed

• Independently manage day-to-day activities

• Detail oriented, accurate and poised under pressure

• Strong relationship management skills

• Experience in PowerPoint, Word and Excel, Formstack

• Strong CRM experience, preferably Salesforce

• Proven track record of success in being a member of highly-effective teams and interpersonal relationship while steadfastly pushing self and others for results

• A roll-up-the-sleeves approach; someone who is able to think quickly and creatively and is results-driven complemented by appropriate process orientation

• An excellent time manager, able to balance multiple projects and priorities on a variety of issues, initiatives and objectives concurrently. A person who identifies potential conflicts at early stages and seeks win-win solutions if possible

• Ability to work independently and closely with other members of department and project team

• Strong written and oral communication, analytical, and interpersonal skills.

Qualifications

• Bachelor’s Degree in a technical area of study or significant related experience or training required

• 1-3 years relevant work experience

• Partner and/or project management experience

• Excellent written and verbal communication skills

• Excellent organizational skills

• Proactive, energetic and self-motivated

• Residential solar experience preferred

Recruiter:

Jacquie Hoffman ([email protected])

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different  starting salary range for this opportunity which may be higher or lower.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

$18.81 to $23.51

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards.  Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. 

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role.  It is not designed to be a comprehensive inventory of all essential duties and qualifications.  If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at [email protected].

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.