Manager, Field Performance

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It's why we've become the #1 home solar and battery company in America. Today, we're on a mission to change the way the world interacts with energy, and we're building a company and brand that puts power at the center of life. And we're doing it by designing a dynamic culture where employee development, well-being, and safety come first. We're unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle - from sale through installation and beyond - so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

As a leader at Sunrun, you'll bring our leadership principles to life by creating the experience, leading by example, and communicating well & often. You'll keep score to drive results, develop people to help them grow, and build a deliberate culture where our values shine: We Love People, We Love to Create, and We Love to Run. Most importantly, you'll attract and retain top talent to help Sunrun build the best team on the planet. Together, we run.

Overview
The Manager, Field Service drives tangible business outcomes for the Field Service Team through performance management, leadership, development and project management. The Manager, Field Service will lead a team focused on swiftly delivering high quality service deliverables. The role will work closely with Service Partners to continually improve the field service process. Customer obsession, excellent communication and a desire to succeed are critical personal characteristics for success.

Responsibilities

• Drive Results: Performance Management
• Complete resolution of high priority escalated issues
• KPI oversight. Manage and maintain metrics that track team and individual productivity and quality performance
• Ensure SLA performance requirements are met with all external and internal parties
• Expand department scorecard focusing on improving cost, efficiency, speed and quality
• Manage appropriate utilization of Branches
• Run audits and perform in-depth analysis to ensure compliance with standards and procedures
• Develop cross functional relationships with Branches
• Mange and reduce high priority escalations
• Project Management
• Hold equipment manufacturers responsible for delivering products and adhere to performance standards
• Manage and resolve escalated insurance and legal issues
• Approve payment of invoices to partners or sub-contractors
• SME for special projects
• Lead and Develop
• Lead a highly proficient, innovative, positive and scalable team
• Lead and manage Field Service Coordinators and Associates. Hire, train, motivate, coach and performance manage
• Document and develop best practices, standard and guidelines
• Identify and solve for recurring issues, inefficiencies, training opportunities and process gaps
• Demonstrate ethics and professionalism at all times

• Bachelor's Degree or significant related experience or training required
• Minimum of 2 years managerial or leadership experience required
• Residential solar experience preferred
• Leadership excellence in high pressure situations
• A self-starter who can identify what needs to happen and execute with minimal supervision
• Detail-oriented and extremely organized
• Outstanding communicator, in writing, over the phone and in person
• Strongly motivated to meet/exceed the expectations of internal and external customers
• Excellent listening skills and problem solving ability
• Comfortable working in a fast paced, high growth company with the ability to meet challenging targets
• A team player with the ability to self-manage and flexibility for various tasks
• Works collaboratively with others to achieve monthly organizational goals
• High level of confidence, desire to succeed and assertiveness
• Ability to help identify emerging trends from company, market, and industry data and assist in making clear and compelling recommendations
• A roll-up-the-sleeves approach; someone who is able to think quickly and creatively and is results-driven complemented by appropriate process orientation
• Intermediate to advanced PC proficiency, including MS Office (Word, PowerPoint, Excel, and Outlook)

• 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