Job Description

Job Description

Job Description

Customer Service Manager – eBOS Products

POSITION SUMMARY:

We are looking for an experienced and highly motivated Customer Service Manager to lead our customer support operations for the eBOS (Electronic Business Operating System) product suite. This exempt, salaried position is responsible for ensuring that our clients receive prompt, effective, and high-quality support throughout their lifecycle. The manager will lead a team of customer service professionals, manage key service metrics, and partner cross-functionally to elevate the customer experience and drive continuous improvement.

KEY RESPONSIBILITIES:

• Leadership & Strategy
  • Manage, mentor, and develop a team of customer service representatives handling eBOS-related support.
  • Foster a culture of accountability, continuous learning, and customer-centricity.
  • Collaborate with leadership to align support goals with company objectives.

• Warranty & Claims Management
  • Oversee the full lifecycle of warranty claims, including intake, validation, RMA coordination, and resolution.
  • Collaborate with quality assurance and engineering teams to validate claim legitimacy and root causes.
  • Monitor claim trends and identify opportunities to reduce failure rates or improve product documentation.
• Process Optimization
  • Identify gaps in support workflows and implement process improvements.
  • Collaborate with product, QA, and development teams to communicate customer issues and influence product enhancements.
  • Maintain and improve support documentation, FAQs, and self-service tools.
• Field Performance Tracking
  • Track and analyze product performance data from customer reports and field service operations.
  • Identify recurring issues or areas of concern and relay insights to Product, Engineering, and Quality teams.
  • Support field investigations and contribute to product improvement initiatives based on real-world data
• Data & Reporting
  • Track and report on key metrics including customer satisfaction (CSAT), first response time, and resolution time.
  • Analyze trends in service delivery to drive performance and efficiency.
  • Present regular updates and improvement plans to senior leadership.

QUALIFICATIONS:

• Bachelor’s degree in Business, Electrical Engineering, or related field.
• Minimum 5 years of customer service experience, ideally in solar, electronics, or power systems.
• Proven experience handling warranty claims and field issue escalations.
• Familiarity with eBOS systems such as combiners, disconnects, rapid shutdown devices, and wiring components.
• Strong interpersonal, organizational, and analytical skills.
• Experience with CRM/support platforms such as Zendesk, Salesforce, or similar tools.
• Ability to work independently and make informed decisions within an exempt-level leadership role.

PREFERRED QUALIFICATIONS:

• Understanding of PV system architecture and NEC/UL compliance.
• Experience working with cross-functional teams including quality, field service, and engineering.
• Lean Six Sigma or similar process improvement background is a plus.

BENEFITS AND PAY:

• Competitive salary range of $85k - $105k annually, based on experience and qualifications.
• Generous benefits package including paid holidays, PTO, sick leave as per state regulations, medical/dental/vision insurance, FSA/HSA, disability coverages, and a 401K plan with matching contributions.

Premier PV provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full-time schedule. Premier PV reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

AGENCY STATEMENT:

We are not accepting resumes from Third Party Recruiting Firms for this position. If you are an Agency or Search firm representative, contact the Primoris Talent Acquisition Manager directly for consideration. Primoris or its subsidiaries will not be responsible for any fees arising from the use of resumes and online response forms through this source. In addition, Primoris or its subsidiaries will not be responsible for any fees on unsolicited resumes that are submitted to any member of Premier PV.

EEO Statement:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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