Job SummaryThe Field Service Manager leads the day-to-day execution of residential solar and battery field service operations, ensuring customers receive timely, safe, and high-quality field service. This role is responsible for managing Service Technicians, Removal & Reinstallation (R&R) crews, and other field resources while partnering closely with the Service Center Case Management team to drive rapid case resolution.
The Field Service Manager owns field execution after work orders are dispatched, ensuring technicians are properly scheduled, prepared, productive, and equipped to resolve customer issues on the first visit whenever possible. This leader continuously improves technician performance, field quality, operational efficiency, and customer satisfaction while maintaining strict adherence to safety and quality standards.
Success in this role requires balancing customer urgency, technician capacity, quality expectations, and operational efficiency while supporting the company's Operating Priorities of Safety, Quality, Customer Experience, Speed, and Efficiency.
Job DescriptionRequired: 5+ years of leadership experience in residential solar, electrical, roofing, construction, or field service operations. ***Job reports to Laurel, MD office daily***
Responsibilities:Field Operations Leadership - Lead all residential field service operations, including troubleshooting, repairs, warranty work, diagnostics, inspections, removals and reinstallations (R&R), commissioning, and post-install service.
- Manage daily field operations to maximize technician productivity, utilization, and customer satisfaction.
- Ensure service work is completed safely, efficiently, and in accordance with company quality standards.
- Provide coaching, leadership, and technical support to Field Supervisors and technicians.
Partnership with the Service Center Partner closely with Service Center Case Managers to ensure seamless customer experiences from case creation through resolution by:
- Reviewing daily service schedules and technician capacity.
- Prioritizing emergency and high-impact customer issues.
- Providing scheduling recommendations based on field capacity.
- Ensuring work orders contain sufficient information before dispatch.
- Communicating field updates that enable proactive customer communication.
- Supporting rapid resolution of escalated customer issues.
Workforce Planning & Scheduling - Manage technician schedules, geographic routing, and workload balancing.
- Optimize labor utilization while minimizing windshield time and overtime.
- Ensure technicians have the proper materials, equipment, and documentation before dispatch.
- Adjust schedules throughout the day to respond to emergencies, weather, and operational changes.
Technician Leadership & Development - Recruit, onboard, train, and develop high-performing field technicians.
- Conduct regular ride-alongs, field observations, and performance coaching.
- Develop technical capability across solar PV, battery storage, roofing interfaces, electrical troubleshooting, and monitoring systems.
- Foster a culture focused on accountability, ownership, teamwork, and continuous improvement.
Safety Leadership - Champion a safety-first culture throughout Field Service operations.
- Ensure compliance with OSHA requirements and company safety policies.
- Conduct regular jobsite safety observations and audits.
- Investigate safety incidents and implement corrective actions.
- Reinforce safe work practices through coaching and ongoing training.
Quality Management - Ensure all service work meets company workmanship standards.
- Review completed work orders, technician documentation, and photographs for accuracy and completeness.
- Monitor first-time fix performance and identify opportunities to reduce repeat service visits.
- Partner with Quality, Installation, and Engineering teams to resolve recurring issues.
- Support root cause analysis for quality trends and warranty failures.
Customer Experience - Lead field efforts to deliver an exceptional customer experience.
- Support technicians in resolving customer concerns professionally and effectively.
- Personally engage with customers when complex situations require leadership involvement.
- Ensure customer expectations are clearly understood and managed throughout the service process.
- Drive improvements that reduce callbacks and increase customer satisfaction.
Technical Leadership Serve as the senior field resource for complex technical issues involving:
- Residential solar PV systems
- Electrical troubleshooting
- Removal and Reinstallation projects
Partner with Tier II Technical Support on complex diagnostic issues while ensuring field teams receive appropriate guidance and coaching. Performance Management Monitor and improve key operational metrics including:
- Service case completion time
- Average jobs completed per technician
Employees at all levels are expected to:- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer: - This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
SkillsCustomer Experience (CX), Punctuality, Scheduling, Teamwork
CompensationMaryland Pay Range: $78,420.56 - $117,630.84
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
EducationBachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications (if applicable)
Relevant Work Experience2-5 Years
