Customer Operations Manager (Remote) at Peridot Forte Solutions Consulting

Responsibilities

• Responsible for the maintenance and resolution of customer systems.
• Timely response and resolution to corrective maintenance activities
• Educating customers on energy efficiency, conservation, reliability, and systems operations
• Ensuring energy reliability and satisfaction of customers experience
• Perform all aspects of corrective and preventive maintenance, oversight and modification as required
• Providing timely written report from field operations, status, and constructive feedback
• Maintaining logs of all required repairs, maintenance and monitoring, and warranty of products deployed
• Responding and resolving system faults according to Service Level Agreements
• Keeping work activities under budget with appropriate financial reports
• Resolving and responding to emergency call-outs round the clock
• Scheduling and execution of preventive maintenance activities in a professional manner
• Proper representation of the brand at every interaction with the customer
• Managing quality assurance & control, site acceptance, hand over and job completion from installation partners
• Ensuring that all operation and maintenance activities performed at customer sites comply with OEM warranties
• Troubleshooting and resolving all faults, deficiencies and unusual system occurrences as well as project resources expended on work activities
• Addressing fault management, problem management, incident management, disaster recovery, operation and maintenance of all solar assets and deployments
• Managing customer operations team.

Requirements

• B.Sc or M.Sc Degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
• 3-5 years of relevant experience in the engineering
• or technical customer support or technical implementation roles
• Excellent understanding of the utility industry, consumer-oriented Solid understanding of the renewable energy marketplace. Understands market dynamics as well as the legal and regulatory landscape.
• Broad understanding of diagnosing complex problems and delivering analysis of root cause
• Capable of customer empathy for their maintenance experience (SLA, integrations, system management
• Ability to work collaboratively within a team environment as well as research technical problems intensively
• Strong empathy in customer experience (the consumers of your work)
• Ability to lead meetings and drive communication cross-functionally
• Solid troubleshooting skills, with the drive and ability to implement the solution
• Possess maturity in judgment for upward communication and escalation.