Service Manager – Solar

Purpose of the Role

The Service Manager is responsible for the day-to-day operation of the Solar Service team, ensuring that all maintenance, fault-finding, warranty, and service work is delivered safely, efficiently, and to a high standard of customer satisfaction.

The role is responsible for coordinating service technicians, managing customer communications, improving departmental performance, and driving continuous improvement using KPIs, effective planning, and strong leadership.

Key Responsibilities

Service Operations

• Manage the daily operation of the Solar Service Department.
• Coordinate and schedule service engineers to maximise productivity and customer response times.
• Coordinate and schedule quality audits in line with requirements.
• Coordinate and schedule Operations and Maintenance (O&M) appointments in line with contractual requirements.
• Prioritise emergency breakdowns and critical customer issues.
• Ensure all service requests are logged, triaged, assigned, and closed in accordance with company procedures.
• Monitor open service tickets and proactively manage outstanding actions to minimise backlog.

Customer Service

• Act as the primary point of contact for customers requiring technical support.
• Ensure customers receive timely updates throughout the lifecycle of each service request.
• Escalate complex technical or commercial issues where required.
• Promote a customer-first culture focused on professionalism, communication, and quality.

• Lead, coach, and support a team of service technicians.

Planning and Scheduling

• Optimise technician schedules.
• Coordinate with various Departments to ensure the availability of spare parts, equipment, and subcontractors where necessary.

Performance Management

• Enhance current KPIs to ensure departmental performance is measure.
• Produce monthly performance reports for Management team.
• Identify trends and implement corrective actions where required.

Technical Support

• Support engineers with technical fault diagnosis where appropriate.
• Review monitoring platforms to identify recurring faults and opportunities for proactive maintenance.
• Ensure accurate documentation of all service activities.

Continuous Improvement

• Develop and improve service processes and standard operating procedures.
• Identify opportunities to improve efficiency through better planning, technology, and automation.
• Develop new revenue steam focussed on proactive servicing and support the implementation of an Operations and Maintenance initiative.

Health, Safety and Compliance

• Promote a positive safety culture and ensure compliance with all health and safety requirements.
• Ensure all service activities comply with company procedures and relevant legislation.
• Ensure all documentation is completed accurately and maintained for audit purposes.

Experience

• Experience managing, scheduling or coordinating field service operations is essential.
• Experience within the Solar PV, electrical, renewable energy, or building services industry is desirable.
• Solid understanding of fault finding and maintenance principles.
• Excellent organisational and communication skills.
• Experience using service management software (such as Zoho Desk or similar).

• Understanding of warranty management and service contracts.

Key Skills

• Strong leadership and people management.
• Excellent planning and organisational ability.
• Customer-focused approach.
• Analytical and KPI-driven mindset.
• Ability to prioritise and make decisions under pressure.
• Strong problem-solving skills.
• Commercial awareness.
• Excellent written and verbal communication.

Success in the Role

Success will be measured by delivering a responsive, efficient, and customer-focused service operation that consistently meets service level agreements, achieves high customer satisfaction, supports business profitability, and fosters a safe, engaged, and high-performing service team.