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Omnidian · 1 month ago

Manager, Field Service Operations (W2)

Louisiana

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 driving operational outcomes of the Field Service Partner network, ensuring adherence to key metrics for speed, quality, and cost efficiency while leading a team of technicians and overseeing service ticket execution.

EnergyInternet of ThingsResidentialSolar

Growth Opportunities

No H1B

Responsibilities

Directly manage the FSP network to ensure adherence to key operational metrics, including:

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

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

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

Oversee the end-to-end process execution for all service tickets routed to FSPs

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

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

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

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

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

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

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

Qualification

Partner/Vendor ManagementField Operations OversightSolar ExperienceCRM SystemsField Service ManagementData AnalysisProcess ImprovementStrategic NegotiationCommunicationDetail-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