Service Case Manager

Service Case manager

Service Case Manager (Residential & Commercial Support)

Position Overview

The Service Case Manager (SCM) is responsible for managing the full lifecycle of assigned service cases from initial intake to final invoicing and closeout. This role supports both Residential service cases and, when needed, Commercial project and case workflows, acting as a key administrative and coordination resource for the Commercial Case Manager and broader Service Operations team.

The SCM ensures timely response, accurate documentation, effective scheduling, and positive customer communication while upholding Positive Energy Solar's standards for quality, safety, and integrity. This role requires strong organization, communication, and computer skills; foundational knowledge of solar PV systems; and the ability to work collaboratively across departments.

Key Responsibilities

Customer Communication & Support

• Maintain proactive, clear, and respectful communication with customers throughout the case lifecycle.
• Follow up consistently to ensure customer expectations are met and issues are resolved.
• Support customers in accessing, resetting, or granting permissions for solar monitoring portals.
• Provide updates on case status, next steps, and expected timelines.

Technician Coordination & Support

• Coordinate technician schedules, ensuring appropriate staffing for each service case.
• Hold regular check-ins with technicians to review caseloads, documentation quality, safety practices, and training needs.
• Support technicians with tools, training, and resources to complete work safely and efficiently.
• Participate in technician performance evaluations as requested by leadership.

Warranty, RMA, and Manufacturer Coordination

• Ensure proper documentation (photos, serial numbers, test results) is collected to support warranty claims.
• Manage and track manufacturer RMA processes, including ordering, receipt, and return of equipment.
• Document all warranty compensation opportunities and submit required materials for reimbursement.
• Track RMA shipments, return labels, and inventory adjustments.

Contracts, Estimates, & Materials Tracking

• Generate or update contracts and estimates for additional work, change orders, or corrective maintenance.
• Create Sales Orders and coordinate with the Materials and Purchasing teams to acquire needed equipment.
• Ensure accurate tracking and reconciliation of all materials used on service cases.
• Avoid last-minute material requests; plan proactively for inventory needs.
• Confirm deposits and payments prior to material purchasing or installation.

Case Closeout, Billing Coordination, & Documentation

• Review technician notes, photos, materials lists, and monitoring configurations before approving cases for invoicing.
• Ensure all customer communication, internal notes, and documentation are complete in NetSuite.