Sunrun, Inc

  • Sr. Field Service Representative

    Location US-CO-Denver
    Category
    Operations
    Requisition ID
    2019-12913
    Position Type (Portal Searching)
    Regular Full-Time
  • Overview

    POSITION SUMMARY

    The Field Service Coordinator is responsible for coordinating effective execution of field service work through direct Sunrun branches and/or partner relationships. Customer obsession, excellent communication and a desire to succeed are critical person characteristics for success.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    Drive Results: Performance Management

    • Serve as the primary point of contact to Sunrun Branches and/or Channel Partner teams to effectively coordinate/communicate Field Service activities
    • Serve as a point of contact to customers to effectively coordinate communications around routine Field Service activities and manage Field Service related customer inquiries and escalations as necessary
    • Create and deliver/communicate service quotes to customers as requested/necessary
    • 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
    • Work to pursue and achieve tactical or strategic objectives pertaining to the overall vision and assist in the execution of work necessary to meet short term objectives
    • Lead selected program based projects that require cross-functional engagement with key staff across the organization and external stakeholders
    • Launch initiatives that increase revenue or decrease operations costs by strategically analyzing, defining and implementing key projects
    • Drive expanded business opportunities, programmatic growth and innovation

    Escalation Handling

    • Complete individual customer projects
    • Manage direct customer communications and expectations
    • Resolve field service escalations to resolution
    • Solve escalated tech support questions and provide recommendations on how to mitigate in the future
    • Track and provide feedback loop to Partner or Branch to reduce future escalations
    • Close out escalated tasks as assigned

    Project Management

    • Review and approve Service Partner and sub-contractor quotes
    • Initiate and close out Insurance claims
    • Oversee service territory set up in Scheduling Software Tool
    • On-boarding of new Partners, Branches and Service Technicians
    • Deliver on-going training to existing Partners, Branches and Service technicians
    • Off-boarding of and continued management of Partners

    Qualifications

    REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

    Experience

    • Bachelor’s Degree in a technical area of study or significant related experience or training required
    • 1-3 years relevant work experience
    • Extensive customer service 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

    Skills

    • 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
    • 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.

     

    PHYSICAL DEMANDS

    • Be able to remain in a seated position for more than 50 percent of the workday
    • Ability to perform normal office duties
    • Ability to operate office equipment including computers and determine accuracy of work
    • Ability to interact and participate in meetings

     

    DISCLAIMER

     

    This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job.  It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.  
     
    Sunrun Inc. and its subsidiaries are equal opportunity employers and make employment decisions on the basis of merit and business need.  We hire without consideration to race, color, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.

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