What are the responsibilities and job description for the Operations & Maintenance Senior Associate position at Qcells?
Description
POSITION DESCRIPTION :
EnFin’s Operations & Maintenance Senior Associate focus is remediating orphaned solar customers impacted by out-of-business installers; responsible for leading remediation efforts, ensuring timely and effective resolution of customer issues and providing exceptional customer experience. The O&M Senior Associate is responsible for developing and managing relationships with alternate installers I.E. O&M partners to successfully mitigate customers' concerns and achieve Permission to Operate (PTO) from the utility; acts as a liaison between all parties to ensure we meet the regulatory, utility, HOA, AHJ and NEC code requirements for successful project completion.
This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Teaneck, NJ, with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.
RESPONSIBILITIES
- Develop and maintain productive relationships with our O&M partners & regulatory stakeholders for sustainability and successful project / customer mitigation.
- Manage a pipeline for our O&M partners to ensure projects are completed within the standards of our customers’ expectations; satisfaction and adherence to Service Level Agreements (SLA) and Service Level Objectives (SLO).
- Lead project remediation efforts for orphaned solar customers, ensuring timely and effective resolution of customer concerns.
- Investigate and resolve customer complaints, concerns, and issues related to solar system installation, maintenance, and performance.
- Serve as the primary point of contact for customer-facing teams, providing regular updates and ensuring transparent communication throughout the remediation process.
- Perform outbound calls to O&M partners to deal with the complaint process into the customers desired resolution.
- Develop and maintain databases and spreadsheets.
- Analyze data related to customer issues, remediation efforts, and system performance to identify trends and areas for improvement.
- Ensure compliance with company policies, industry regulations, and relevant laws.
- Follow-up on inbound calls or emails to positively manage both our customers and business partners’ relationships.
- Schedule regular meetings, discussions, and teleconferences to strengthen the relationship with our O&M partners.
- Address any customers’ concerns or escalations promptly, professionally, and accurately.
- Raise any business partners’ concerns to the Ops Leadership team promptly.
- Review & analyze our O&M partners performance and behavior to address potential risk.
- Identify opportunities for business growth to our Ops Leadership team.
- Review loan documents, PV designs and installation contracts for accuracy and completeness.
- Perform fraud verification activities to ensure the validity of PII.
REQUIRED QUALIFICATIONS
Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.
PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS :
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing
20% of time
Sitting
70% of time
Walking
10% of time
Strength
Pulling
up to 10 Pounds
Pushing
up to 10 Pounds
Carrying
up to 10 Pounds
Lifting
up to 10 Pounds
Dexterity (F = Frequently, O = Occasionally, N = Never)
Typing
Handling
Reaching
Agility (F = Frequently, O = Occasionally, N = Never)
Turning
Twisting
Bending
Crouching
Balancing
Climbing
Crawling
Kneeling
The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.
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