Manager, QSS Service

Description

POSITION DESCRIPTION:

Qcells Service Solutions(‘QSS’) is a residential solar asset operation and maintenance service company powered by Qcells. QSS set up a design standard and installation guide for EnFin TPO and provide a specialized Quality assurance review service. QSS monitors all assets proactively to resolve any issue, so that maximizes homeowner experience and capital investor’s value.

The QSS Service Manager is responsible for overseeing service operations, ensuring customer satisfaction, and managing workflows from initiation through completion. The ideal candidate will have a strong background in project coordination, customer communication, contract management, and team leadership, with proven experience in the solar, utilities, or related industries.

This role will lead efforts to develop and implement service processes, collaborate closely with the Customer Care Management team, and drive performance excellence across Third-Party Ownership (TPO) business operations. The Service Manager will focus on delivering high-quality service, resolving customer issues efficiently, and leading continuous improvement initiatives to enhance operational effectiveness and customer experience.

Third-Party Ownership (TPO) represents one of the fastest-growing segments of the solar industry, driven by rising interest rates and the Inflation Reduction Act. Qcells is strategically positioned to capitalize on this opportunity through its domestic content tax credit advantages, strong dealer relationships, and robust point-of-sale financing platform.

This position reports to the Head of QSS Post-PTO and Services, or other personnel designated by the President of the Company.

RESPONSIBILITIES

- Develop, implement, and maintain solar project-related service processes, policies, and procedures for TPO operations.

- Manage the end-to-end service process from intake to resolution, ensuring efficiency and customer satisfaction.

- Coordinate with internal teams, clients, and external partners to verify contracts, secure approvals, and streamline service execution.

- Oversee service schedules, inspections, and interconnection approvals with utilities and local jurisdictions.

- Maintain team performance through KPIs, providing guidance and support to achieve service and operational goals.

- Handle escalated customer inquiries, delivering timely and effective resolutions.

- Maintain accurate documentation, update project and service statuses in CRM systems (Salesforce or equivalent), and ensure compliance with organizational standards.

- Implement process improvements to enhance service delivery and operational efficiency.

- Provide training and mentorship to coordinators and service staff to foster professional growth.

- Monitor quality KPIs, analyze trends, and present regular performance reports.

- Validate and approve quality review results and inspection records.

- Provide training content, guidance, and support to vendors on company customer service requirements.

- Support documentation for official investor requirements and drive alignment with various stakeholders, including executives, business operations, design, and engineering teams.

- Create regular reports for internal management and external customers.

- Adhere to internal and external payment audit processes.

- Maintain regular communication with other company groups and departments locally and globally.

- Perform all other duties as assigned by the Head of QSS Post-PTO and Services or upper management.

REQUIRED QUALIFICATIONS

- Bachelor’s degree in business, engineering, renewable energy, or a related field required; advanced degree preferred.

- Minimum of 5 years of experience working with companies in the solar industry.

- At least 5 years of experience in project management, service coordination, or operations leadership.

- Strong knowledge of contract verification, permitting, and utility interconnection processes.

- Proficiency in CRM and project management tools such as Salesforce, NetSuite, or SharePoint.

- Exceptional organizational, communication, and problem-solving skills.

- Demonstrated ability to manage multiple projects and deadlines simultaneously.

- Strong leadership abilities with a collaborative and customer-first mindset.

- Advanced level of computer skills, including Microsoft Office applications (Excel, PowerPoint, Word, and Outlook).

- Proficiency in data analysis and reporting.

- Ability to identify and develop key strategic partnerships.

- Excellent written and verbal communication skills.

- High degree of professionalism and integrity.

- Comfortable interfacing with external stakeholders, including executives, clients, and partners, as well as conducting presentations, negotiations, and contract reviews.

- Self-motivated, creative, and skilled in strategic planning.

- Ability to travel up to 20% of the time.

PREFERRED QUALIFICATIONS

- Experience in the TPO industry

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

F

Handling

F

Reaching

F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

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.

- This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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