ABOUT THE POSITION:The Technical Support Manager leads Baker Home Energy's residential solar and battery Technical Support function, translating strategy into disciplined operations, capable teams, and consistent homeowner outcomes. This is an onsite role that requires strong knowledge of residential solar PV and battery systems, monitoring, remote diagnostics, electrical interfaces, OEM and warranty processes, service pricing, escalations, and field-service coordination. The Manager is accountable for technical quality, case progression, homeowner communication, warranty interpretation and recovery, responsible Repair | Optimize | Expand recommendations, and continuous improvement.
ESSENTIAL DUTIES AND RESPONSIBILITIES:Technical Operations & Case Management- Translate approved strategy into SOPs, workflows, staffing plans, training, service standards, escalation paths, and measurable team objectives; monitor execution and correct performance gaps.
- Own case-management standards for intake, prioritization, technical assessment, responsibility determination, documentation, homeowner contact, aging, field handoff, and closure; monitor workload, repeat contacts, unresolved cases, and service quality.
- Serve as the management escalation point for complex solar, battery, electrical, monitoring, operational, pricing, warranty, and sensitive homeowner matters; identify recurring issues and ensure root causes are addressed.
Team Leadership & Technical Capability- Lead, coach, develop, and hold accountable the Technical Support Supervisor and assigned team; provide staffing recommendations, onboarding, performance management, professional development, and appropriate personnel actions.
- Build and maintain team competency in residential solar PV, battery storage, inverters, gateways, communications, monitoring, remote troubleshooting, OEM and warranty processes, case management, pricing, homeowner communication, and escalation protocols.
- Assess technical and process competency, close knowledge gaps through training and coaching, and develop the team to resolve issues at the appropriate level.
Monitoring, Diagnostics & Field Coordination- Implement monitoring processes that identify and prioritize actionable residential solar and battery performance issues; increase effective remote diagnosis, resolution, and homeowner self-help before dispatching field resources.
- Direct diagnosis using monitoring data, alarms, production and consumption trends, equipment documentation, and field findings; distinguish equipment, communications, installation, electrical, configuration, grid, and homeowner-use issues.
- Ensure clean transitions to Field Service, complete scopes and documentation, clear ownership, appropriate customer communication, and timely resolution when onsite work is required.
Warranty, Pricing & Financial Recovery- Interpret Baker Home Energy and manufacturer warranty terms to determine homeowner claim validity and eligibility, including coverage, warranty periods, exclusions, limitations, documentation, and responsibility for repair or replacement; distinguish obligated work from customer-paid service.
- Manage OEM support, claims, RMAs, and manufacturer escalations. Own reimbursement recovery, including documentation, submission, status tracking, reconciliation, unpaid or underpaid claims, denial resolution, and coordination with Finance.
- Develop and improve clear scopes and approved standard or flat-rate pricing, including assumptions, exclusions, approval requirements, and escalation criteria; train the team to communicate scope, price, and value professionally.
Homeowner Escalations & Repair | Optimize | Expand- Lead resolution of escalated homeowner concerns and, within established authority and approval limits, negotiate appropriate service commitments, credits, reimbursements, concessions, or settlement terms; coordinate additional review with leadership, Finance, Legal, and other stakeholders.
- Operationalize Repair | Optimize | Expand while keeping repair, warranty completion, and homeowner experience primary. Ensure options are based on technical findings and needs-not indiscriminate selling-and do not delay viable repair or warranty paths.
- Establish handoffs for appropriate repair, upgrades, battery additions, electrical improvements, EV charging, added generation, and other services, whether discussed by Technical Support, a qualified field technician, Sales, or another specialist.
Performance, Systems & Cross-Functional Coordination- Partner with the Director on KPIs, service standards, reporting, and performance expectations covering diagnosis speed, responsibility determination, pricing accuracy, warranty progression and recovery, case aging, remote resolution, repeat service, homeowner experience, team competency, and handoff quality.
- Act as functional owner for Technical Support workflows in CRM, monitoring, knowledge, automation, and related systems; improve reporting, data quality, user adoption, administrative efficiency, and approved AI-assisted processes with human oversight.
- Coordinate with Customer Success, Field Service, Operations, Sales, Marketing, Finance, Business Systems, manufacturers, and other teams; convert frontline and fleet insights into improvements in products, installation quality, processes, training, and customer programs.
SUPERVISORY REPSONSIBILITIES:- Directly manages the Technical Support Supervisor and the Technical Support team structure as assigned.
- Responsible for staffing recommendations, onboarding and training, technical competency development, coaching, performance evaluation, team accountability, escalation management, professional development, and appropriate personnel actions consistent with company policy.
- The Manager is accountable for the performance of the Technical Support, not simply completion of individual cases.
COMPENSATION RANGE:The annual salary is $90,000 to $115,000, depending on experience.
QUALIFICATIONS AND EDUCATION: - Bachelor's degree in a technical, engineering, or business field, or equivalent education and experience, preferred.
- Five or more years of progressively responsible residential solar PV and battery energy storage experience in technical support, service operations, commissioning, field service, or a comparable function, required.
- Four or more years of direct people-management experience in a service environment, including managing supervisors or team leads and building high-performing teams, required.
- Advanced working knowledge of residential solar and battery architecture and operation, including modules, stringing, optimizers, microinverters and string inverters, batteries, rapid shutdown, gateways, meters, communications, monitoring platforms, electrical interfaces, commissioning, and common failure modes.
- Demonstrated expertise in remote diagnostics, alarms and events, production and consumption analysis, communications troubleshooting, system-performance validation, technical case documentation, field handoffs, and root-cause analysis.
- Experience interpreting contractor workmanship and manufacturer warranties; evaluating homeowner claim validity; managing OEM support, claims, RMAs, escalations, and reimbursement recovery; and distinguishing product, installation, workmanship, utility, and customer-paid responsibilities.
- Experience working directly with homeowners, explaining complex findings and options, setting expectations, managing escalations, preserving trust, and negotiating resolutions or settlement terms within established authority.
- Experience creating scopes of work, applying standard or flat-rate pricing, developing SOPs and training, assessing competency, using CRM and service-management systems, and analyzing performance and fleet data.
- Strong leadership, judgment, organization, analytical ability, written and verbal communication, empathy, composure, cross-functional collaboration, adaptability, and follow-through.
We offer a comprehensive benefits package to support your health, financial future, and professional growth, including:
- Referral program
- Tuition reimbursement
- Health insurance
- 401(k) matching
- Paid time off
- Paid Sick Time
- Vision insurance
- Dental insurance
- Life insurance
