Service Operations Manager

Key Responsibilities

Lead team development, hiring, training & GWC evaluations (LMA ownership)

• Recruit and onboard talent for roles like coordinators, schedulers, leads, and apprentices, ensuring alignment with solar service needs (e.g., NABCEP-certified techs for Hawaiʻi-specific electrical/safety standards).
• Conduct regular LMA sessions: weekly one-on-ones, quarterly reviews, and Rocks setting to build team accountability and morale.
• Evaluate team members using GWC criteria; provide coaching, cross-training (e.g., electrical to IT paths), and development plans to address skill gaps in remote diagnostics or inter-island logistics.
• Foster a safety-first culture through ongoing training on OSHA/NEC compliance and Hawaiʻi weather-related protocols (e.g., storm preparedness for field teams).

Manage key MSA client relationships & performance expectations

• Build and maintain relationships with commercial/residential portfolio-level clients under Master Service Agreements (MSAs), including regular check-ins on service levels, uptime guarantees, and preventive maintenance schedules per the MSA terms.
• Draft & negotiate MSA contractual terms, scope definition, renewals, and amendments to reflect Hawaii market-specific challenges like utility interconnects (HECO/Maui Electric) or island-hopping logistics.
• Monitor client feedback loops and address proactive concerns, such as performance dips from response times, resolution rates, etc., to ensure retention and create upselling opportunities (e.g., phase 2 / battery storage add-ons).
• Represent the department in cross-company MSA discussions, aligning with sales/installation teams for seamless client handoffs and leveraging MSA clients to generate online reviews and referrals.

Develop strategic plans, budgets & resource allocation

• Create annual/quarterly department strategies, including growth targets for service volume (e.g., expanding to more remote islands) and technology adoption (e.g., AI-driven monitoring tools).
• Prepare and manage budgets for tools, vehicles, inter-island travel, parts inventory, and training; forecast based on service trends and MSA commitments.
• Allocate resources efficiently across islands/crews, prioritizing high-impact areas like emergency response for commercial arrays or preventive programs to minimize downtime.
• Collaborate with executive leadership on company-wide initiatives, such as sustainability goals (e.g., recycling end-of-life panels) or scaling for increased solar adoption in Hawaiʻi.

Drive process management, continuous improvement & operational efficiency

• Oversee core processes like intake-to-dispatch workflows, ensuring integration with tools (e.g., ERP, Mana Monitoring, SolarEdge monitoring) for streamlined operations.
• Lead continuous improvement efforts: analyze metrics (e.g., first-time fix rate, truck roll reduction via remote diagnostics) and implement changes like standardized checklists and software tools to create efficiencies.
• Identify bottlenecks (e.g., weather delays or parts shortages) and drive efficiencies through EOS tools like Issue Solving Tracks or process mapping sessions.
• Promote innovation, such as adopting drone inspections for hard-to-access rural sites or automating MSA reporting to boost throughput.

· Coordinate with engineering and construction teams for root-cause analysis on systemic failures and implement corrective actions.

Own customer satisfaction metrics, major escalations & resolution

• Track and report on department measurables on the scorecard such as response times, and resolution rates; set department-wide Rocks to hit targets (e.g., 95% MSA adherence).
• Handle major escalations from clients or internal teams, coordinating rapid responses for critical issues like system outages during peak solar production hours.
• Analyze trends in escalations (e.g., recurring inverter failures or utility delays) to prevent recurrence, feeding insights back into training or process improvements.
• Ensure post-resolution follow-ups, including surveys and documentation, to close the loop and maintain trust in long-term solar asset management.

Qualifications

Required

· 5+ years in solar/renewable energy operations or field services, with 3+ years in management.

· Proven track record in team leadership (managed 10+ technicians) and MSA/ contract management in service industries.

· Strong knowledge of solar O&M, inverters (e.g., Tesla, SolarEdge, Enphase, Generac, EP Cube, etc.), racking systems, and DC/AC electrical troubleshooting.

· Familiarity with Hawaii energy regulations, permitting and utility requirements and inter-island logistics.

· Bachelor’s degree in Engineering, Business, or related field (or equivalent experience).

Preferred

· NABCEP PV Installation Professional or O&M certification.

· Experience with CRM/ERP systems (e.g., Coperniq, Salesforce, Oracle NetSuite).

· PMP or similar project management certification.

· BESS and Inverter specific technician certifications.

Skills & Competencies

· Leadership: Inspirational manager who excels at motivating in person and remote teams.

· Analytical: Data-driven decision-maker with Excel/Power BI proficiency.

· Communication: Clear verbal/written skills for clients, teams, and executives.

· Adaptability: Handles Hawaii’s variable weather, supply chain delays, and high-cost environment.

· Customer-Centric: Commitment to 5-star customer reviews, MSA-driven excellence and long-term partnerships.

Driving Requirement:

• Must possess a valid driver’s license in the state where the work is to be performed.
• Ability to drive a vehicle during the normal course of business.
• Must maintain a clean driving record with the ability to pass a driving background check.

Physical Demands and Working Conditions:

• Able to work upright and stationary and/or standing for working hours
• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable method
• Able to position and move objects up to 10 pounds

Why start an exciting career with Sunspear?

· Be part of a fast-growing company (Top 3 in Hawaii), within a high-impact industry that provides a valuable service of helping clients save money while simultaneously promoting sustainability.

· Company growth opens doors for career advancement, and we love to promote from within.

· A mentorship environment with a strong team of industry veterans to learn from and who will encourage you to be successful!

· Bonuses for sending us referrals!

· As a company, we have built a positive and family-style culture within the organization; we pride ourselves on a fun team atmosphere with result-based incentives.

Equal Employment Opportunity Policy

We provide equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment.

Pay: $85,000.00 – $110,000.00 per year

Work Location: In person