VPP Operations Lead (Puerto Rico)

Virtual Power Plant – Operations Lead (Puerto Rico)

Position Summary:

The Operations Lead is a technical and operational supervisory asset in the sonnen Virtual Power Plant (VPP) Operations group. The Operations Lead must have a deep understanding of the Operations Specialist job description and skill sets in order to succeed in the Lead position. In addition, the Operations Lead will perform project management and support functions on VPP sites under construction along with overseeing Specialists within the team. Under direction of their direct supervisor, the Operations Lead will be responsible for coordinating with field engineers, supervising other Operations staff, supporting sonnen related aspects of VPP project construction, establishing/ maintaining processes for communities, and managing ongoing operations of VPPs across North America. In the office, the Operations Lead is responsible for the overall daily activities of the VPP Operations group in directly to any assigned projects in their various stages of development or operations. This is a key coordination and oversight position that requires great attention to detail, time management skills, and ability to coordinate people remotely to accomplish tasks. The Operations Lead will be additionally responsible for delegating above tasks with the Operations team to ensure department KPIs are tracked and met. Process creation, maintenance, and reporting are key tasks the lead is primarily responsible for as well. This is a light to medium travel position, up to 20% travel as needed to visit and coordinate site activities on the island.

Key Responsibilities:

• Support sonnen VPP personnel on sites with technical, logistical, and project coordination tasks
• Support partners with technical trainings, VPP installation / design support, and system troubleshooting in coordination with field engineers
• Proactively monitor and schedule support on VPP communities as assigned
• Supervise team members in support of the VPP communities they have been assigned to
• Resolve technical cases as assigned, using all available tools to solve problems and maintain high up time percentages in accordance with KPIs
• Supervise team members with escalation support for technical cases as needed
• Answer incoming phone calls and email from our VPP partners, support the field engineering staff, guiding them to resolve issues, and providing general support per the KPIs
• Ensure a high level of VPP support to our partners and customer in supervisory support of team members
• Construction related project management duties on assigned sites
• Develop and maintain key documentation and tools as they relate to projects and ongoing VPP activities
• Maintain relationships with the R&D team to ensure growing product expertise
• Utilize Salesforce and other designated tools to document relevant call activity to ensure proper data capture, issue tracking, and community specific activities
• monitor all open Puerto Rico Service cases, and maintain case quality standards across PR team
• Other duties as necessary to ensure high quality, proactive, customer focused service

Key Performance Indicators

• Respond to all internal and external partner calls for support within the same working day (during normal business hours)
• Identify and assign corrective action on monitored VPPs within 1 working day
• Provide regular project updates and statistics as defined on a project basis to the appropriate parties
• Manage and report on KPIs for the operations department as a whole.
• Provide regular updates and executive summaries of KPIs to supervisor.

Qualifications:

• 2 years of technical support experience support within solar, electronics, or technology industries
• 2 years supervisory experience with proven track record in collaboration, goal setting, goal achieving and managing a team effectively to achieve KPIs
• Prior experience in project management role
• Strong oral and written skills and interpersonal communication skills
• Proven track record in team management and time bound, high quality production projects
• "Problem Solver" mentality. Someone who loves to understand and resolve difficult problems
• Highly organized with the ability to clearly organize thoughts, schedules, reports, and databases
• Ability to understand complicated technical information and communicate such information to non-experts
• Enthusiasm, creativity, and a desire to learn
• Intelligent, accountable, and self-assured mentality with a strong work ethic.

Preferred Qualifications:

• Bachelor's degree in business or technical related field
• Strong interests in technology, renewable energy, and or energy storage