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Omnidian · 1 month ago

Manager, Field Service Operations (W2)

Seattle, WA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. The Manager, Field Service Operations is responsible for managing the operational outcomes of the Field Service Partner network, ensuring high standards for speed, cost efficiency, and quality in service delivery.

EnergyInternet of ThingsResidentialSolar

Growth Opportunities

No H1B

Responsibilities

Own Network Performance Outcomes: Directly manage the FSP network to ensure adherence to key operational metrics, including:

Speed: Meeting or exceeding SLAs for Mean FSP Turn Around Time (MTAT) and service ticket resolution windows

Quality: Maintaining high customer satisfaction (CSAT) scores and minimizing service defects, repeat visits, and warranty claims

Cost/Value: Driving efficiency in quote accuracy, maximizing first-time fix rates, and minimizing unnecessary escalations

Process Execution Oversight: Oversee the end-to-end process execution for all service tickets routed to FSPs. This includes:

Rigorous Auditing: Conducting detailed reviews of field service reports, quotes, and work order closures for both technical accuracy and adherence to pricing policies

Outlier Management & Intervention: Proactively identify, investigate, and remediate high-variance tickets (e.g., jobs with excessive costs, prolonged cycle times, or multiple failed visits) to enforce consistent partner performance

Escalation Management: Serving as the final internal decision point for complex FSP service escalations and workmanship warranty claims

Continuous Improvement & Process Refinement:

Root Cause Analysis (RCA): Systematically analyze FSP failure points (e.g., failed inspections, high repeat visit rates) to determine the underlying cause, whether it's policy confusion, technical gap, or process defect

Process Improvement: Collaborate cross-functionally with the Omnidian Operations Team to recommend and implement corrective actions that permanently streamline workflows and reduce failure rates across the entire service pipeline

Partner Development: Translate identified process gaps into necessary training updates for FSPs, actively improving their operational maturity

Workforce Planning & Network Administration: Manage team coverage to ensure the right resource can be at the right asset at the right time. Accountable for FSP retention. Ensure recruiting, onboarding, work order level coaching, and any necessary contract management actions take place to drive FSP accountability

You will have oversight of office space and warehouse as well as inventory maintenance

Qualification

Partner/Vendor ManagementField Operations OversightSolar ExperienceData AnalysisCRM SystemsField Service ManagementStrategic NegotiationContinuous ImprovementCommunicationDetail-Oriented

Required

3+ years of progressive experience in a direct Partner/Vendor Management role, Field Operations oversight, or Contract Management within a service or logistics industry

2+ years of solar experience, gaining in-depth knowledge of solar photovoltaic (PV) systems, including system design, operation, and maintenance

Proven expertise in leveraging data and metrics to manage and improve the performance of an external service network

Strong proficiency in CRM and Field Service Management (FSM) systems

Accountability Driver: Naturally takes ownership of results, regardless of whether the technician reports to you or to a partner company

Data-Driven Manager: Highly skilled at analyzing performance data (SLAs, FTR, quote accuracy) to identify trends, coach partners, and hold them accountable for improvement

Strategic Negotiator: Able to maintain strong professional relationships while demanding compliance and driving process adherence from third-party partners

Detail-Oriented and Process-Driven: Possesses exceptional attention to detail necessary to scrutinize service reports, audit complex quotes, and ensure accurate closeouts

Strong Communicator: Clear, concise, and capable of leading sensitive performance discussions with external leaders