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.
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
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
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.
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
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.
Maternity leave coaching
Short term disability
Sunrun exists to accelerate the transition to a low-carbon, climate-resilient economy while building a sustainable future. Putting solar panels on rooftops and batteries in garages is what we do on a daily basis, but that's not all. We engage in partnerships that help create distributed energy communities, outline plans to bring connected energy networks to life, and author concept papers to share our vision with the world.