Field Service Technician

OUR PURPOSE

SunCommon believes business should create positive change and help solve the world's biggest problems. Our mission is to accelerate the transition to solar power in our communities because ensuring a habitable planet is the most important work of our lifetimes.

ABOUT THE BUSINESS

SunCommon is a market leading renewable energy company operating in Vermont and New York's Hudson Valley and Capital District. We use an innovative approach to marketing, via high-touch, personal interactions with home and business owners who want clean electricity and more energy security. We've done all the legwork to put together a total package that's easy for the customer. We picked the best equipment manufacturers, arranged attractive financing that saves our customers real money and hired up the finest installers. There's over 8,000 happy SunCommon residential and commercial customers so far - and lots more to come. Organized as a Benefit Corporation and certified as a BCorp, we're committed to the triple bottom line of People, Planet and Profit. Our goal is to become the largest publicly traded, BCorp in the country producing renewable energy.

SunCommon's Field Service Technicians are responsible for ensuring our clean energy systems are performing optimally. Most days will be spent visiting sites, inspecting systems, and working closely with the Customer Support team to completely resolve technical issues. Attention to detail, strong troubleshooting skills, the ability to problem solve, good communication, and a mind for safety, are all required skills for this position.

The Field Service Technicians spend the majority of their time working on-site; significant driving across the state is part of the job, and a dedication to taking the best possible care of our customers is essential.

Safety - for our team, our customers, and their property - is our primary priority. Field Service Technicians are expected to follow all safety protocols and keep up with advancements in PV and other relevant technologies.

ESSENTIAL JOB FUNCTIONS

• Perform service, diagnostics and repairs to clean energy systems for PV (roof and ground mount plus solar canopy), energy storage, EV chargers, and everything in between, independently or with an Associate Service Technician.
• Complete thorough detail-oriented visual inspections and troubleshooting, recognize signs of issue, and provide solutions to repair the issue.
• Diagnose the cause of a roof leak and make a plan to proceed with repair.
• Research the problem before going onsite by analyzing job pictures and design, with the ability to modify the plan to resolve the issue on site.
• Stay committed until the customer's case is closed.
• Track and manage the resolution of service issues with applicable parties : customers, subcontractors, distributors, manufacturers, and the SunCommon Customer Support team. This should include accurate, timely and thorough notes and photo documentation in Salesforce, Field Service Lightning, and Google Drive.
• Work directly with manufacturers to resolve and troubleshoot issues on-site, request RMA's, and perform any needed followup, including vendor invoicing. Utilize vendor phone lines and live chat functions to provide efficient case followup.
• Reach out to customers directly with scheduling updates when running behind or ahead of schedule.
• Answer questions about service work, provide reassurance, and give the customer the best service experience possible.
• Listen to and take direction from the Lead Service Technician.
• Communicate job progress and findings with the Lead Service Technician and Field Service Manager.
• Work independently and in a team of three to four with a standard schedule of Monday-Friday from 8am to 4pm. These hours may shift based on volume and / or specific customer requests.
• Flex to work as part of the residential installation team to support business needs.
• Proactively manage their schedule to best serve our customers and contribute to the company's bottom line.
• Thrive in an ever-changing industry, tackling new opportunities with a positive attitude.
• Excel in a collaborative, team atmosphere - providing and receiving feedback to improve your personal performance as well as that of your team and the entire business.
• Support SunCommon's Culture. Actively contribute to a positive, enthusiastic, and adaptable team environment. We need to love what we do, work well with our teammates, and appreciate our customers in order to achieve and deliver success.

Requirements

The ideal candidate for Service Technician will have :

COMPENSATION & BENEFITS

Suncommon provides employees a competitive salary and a strong package of benefits including :

For the employees and their family, fully paid medical premiums as well as a significant contribution toward medical deductible expenses.

For the employees and family-fully paid dental premiums.

SUNCOMMON VALUES

Achieving our mission is critical work, and how we do that work matters. One way SunCommon creates positive change is internally, by instituting and measuring ourselves against practices that do right by our employees, customers, and communities. The following core values are critical to our operations and our success : Embody Excellence, Maintain Humanity, Prioritize Inclusivity, Cultivate Joy.

We do it by celebrating creativity, cross-function collaboration, high energy, hard work, good play, deep networking and with the acknowledgement that we'll each make mistakes and learn from them. We know success. We know fun. Come do both with us.

As a certified BCorps, we take seriously our responsibility to succeed and to honor our triple bottom line commitments to People (our employees and their families, our Customers and residents of the communities where we do business), Planet (our beloved environment and the broader globe, given climate change) and Profit (providing capital to grow, revenue to share among our employees, and a reasonable return to our investors). This is important work, and we have fun doing it. Innovation is fun stuff.

SunCommon of course is an equal opportunity employer and we don't tolerate harassment or other discrimination based upon sex, sexual orientation, gender identity, marital status, caregiver status, pregnancy, military or veteran status, race, color, religion, national origin, place of birth, ancestry, age, physical or mental disability, genetic information or any other legally protected status.