Manager, Field Service Operations (W2) at Omnidian

Louisiana, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Solar Energy, Renewable Energy, Energy StorageIndustries

Requirements

Accountability Driver: Naturally takes ownership of results, regardless of whether the technician reports to you or to a partner company
Data-Driven Manager: Highly skilled at analyzing performance data (SLAs, FTR, quote accuracy) to identify trends, coach partners, and hold them accountable for improvement
Strategic Negotiator

Responsibilities

Own Network Performance Outcomes: Directly manage the FSP network to ensure adherence to key operational metrics, including speed (meeting or exceeding SLAs for Mean FSP Turn Around Time (MTAT) and service ticket resolution windows), quality (maintaining high customer satisfaction (CSAT) scores and minimizing service defects, repeat visits, and warranty claims), and cost/value (driving efficiency in quote accuracy, maximizing first-time fix rates, and minimizing unnecessary escalations)
Process Execution Oversight: Oversee the end-to-end process execution for all service tickets routed to FSPs, including rigorous auditing (conducting detailed reviews of field service reports, quotes, and work order closures for technical accuracy and adherence to pricing policies), outlier management & intervention (proactively identify, investigate, and remediate high-variance tickets), and escalation management (serving as the final internal decision point for complex FSP service escalations and workmanship warranty claims)
Continuous Improvement & Process Refinement: Conduct root cause analysis (RCA) on FSP failure points (e.g., failed inspections, high repeat visit rates), collaborate cross-functionally to recommend and implement corrective actions to streamline workflows and reduce failure rates, and translate process gaps into training updates for FSPs to improve operational maturity
Workforce Planning & Network Administration: Manage team coverage to ensure the right resource is at the right asset at the right time, ensure FSP retention, recruiting, onboarding, work order level coaching, and contract management actions to drive FSP accountability
Oversight of office space, warehouse, and inventory maintenance
Lead a dispatcher and a team of technicians who oversee solar service subcontractors across the country

Skills

Key technologies and capabilities for this role

Field Service OperationsService Level Agreements (SLA)Customer Satisfaction (CSAT)Inventory ManagementProcess ExecutionTeam ManagementDispatchingSolar O&MVendor ManagementOperational MetricsWarehouse ManagementSubcontractor Oversight

Questions & Answers

Common questions about this position

Is this a remote position or does it require office presence?

In office presence is required, with some flexibility for a hybrid working schedule.

What is the salary or compensation for this role?

This information is not specified in the job description.

What are the main responsibilities of this role?

The role involves owning network performance outcomes for the FSP network, overseeing process execution including auditing and outlier management, and driving continuous improvement through root cause analysis and process refinement.

What is the company culture like at Omnidian?

Omnidian emphasizes trust and autonomy, allowing team members to decide how to create impact, while building a more sustainable future through passionate teams and innovative technology.

What kind of experience makes a strong candidate for this position?

Strong candidates will have managerial experience in field service operations, particularly in overseeing outsourced networks, driving operational metrics like speed, quality, and cost efficiency, and conducting audits, root cause analysis, and process improvements.

Omnidian

Maintains and monitors solar energy systems

About Omnidian

Omnidian focuses on the maintenance and performance assurance of solar energy systems for homeowners and businesses, including large-scale residential portfolio owners. Their primary service is a 24/7 remote monitoring system that tracks solar system performance and coordinates repairs when necessary, ensuring minimal downtime. Clients pay for subscription-based protection plans, and a standout feature is their 95% Energy Guarantee, which compensates clients if their solar system underperforms. This approach shifts the risk of maintenance issues from clients to Omnidian, providing financial security and peace of mind.

Seattle, WashingtonHeadquarters

2016Year Founded

$80MTotal Funding

LATE_VCCompany Stage

Energy, Consumer GoodsIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Parental Leave

Unlimited Paid Time Off

Remote Work Options

Stock Options

Performance Bonus

Paid Sabbatical Leave

Risks

Increased competition in the solar maintenance sector may pressure Omnidian's market share.

The dip in climate tech funding could limit Omnidian's future investment opportunities.

Expansion into international markets may expose Omnidian to regulatory challenges.

Differentiation

Omnidian offers a 95% Energy Guarantee, compensating clients for energy loss.

The company provides 24/7 remote monitoring with real-time diagnostics for solar systems.

Omnidian integrates with billing partners and CRM systems for streamlined operations.

Upsides

Omnidian recently raised $25 million to enhance its technology and services.

The company achieved B Corp Certification, highlighting its commitment to sustainability.

Advancements in AI-driven predictive maintenance could enhance Omnidian's monitoring capabilities.

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