Operations & Maintenance Analyst

Overview

POSITION

DESCRIPTION:

EnFin’s Operations & Maintenance Analyst focus is remediating orphaned solar customers impacted by out-of-business installers; responsible for leading remediation efforts, ensuring timely and effective resolution of customer issues and providing exceptional customer experience. The O&M Analyst is responsible for developing and managing relationships with alternate installers i.e. O&M partners to successfully mitigate customers' concerns and achieve Permission to Operate (PTO) from the utility;

acts as a liaison between all parties to ensure we meet the regulatory, utility, HOA, AHJ and NEC code requirements for successful project completion.

Description
:
EnFin’s Operations & Maintenance Analyst focuses on remediating orphaned solar customers impacted by out-of-business installers; responsible for leading remediation efforts, ensuring timely and effective resolution of customer issues and providing exceptional customer experience. The O&M Analyst is responsible for developing and managing relationships with alternate installers i.e. O&M partners to successfully mitigate customers' concerns and achieve PTO from the utility;

acts as a liaison between all parties to ensure we meet the regulatory, utility, HOA, AHJ and NEC code requirements for successful project completion.

This position will be based out of one of our offices in Irvine, CA;
San Francisco, CA;
Santa Clara, CA or Teaneck, NJ; with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.

• Design and implement an interconnection process where Enfin can take over the processing of the interconnection application on behalf of the installer.
• Map out and deliver interconnection timelines and process for each utility that we have active customers.
• Oversee utility relationships to deliver timely PTO's but working collaboratively with Utility representatives.
• Develop and maintain productive relationships with our O&M partners & regulatory stakeholders for sustainability and successful project/customer mitigation.
• Manage a pipeline for our O&M partners to ensure projects are completed within the standards of our customers’ expectations; satisfaction and adherence to Service Level Agreements (SLA) and Service Level Objectives (SLO).
• Lead project remediation efforts for orphaned solar customers, ensuring timely and effective resolution of customer concerns.
• Investigate and resolve customer complaints, concerns, and issues related to solar system installation, maintenance, and performance.
• Serve as the primary point of contact for customer-facing teams, providing regular updates and ensuring transparent communication throughout the remediation process.
• Perform outbound calls to O&M partners to deal with the complaint process to the customer's desired resolution.
• Develop and maintain databases and spreadsheets.
• Analyze data related to customer issues, remediation efforts, and system performance to identify trends and areas for improvement.
• Ensure compliance with company policies, industry regulations, and relevant laws.
• Follow up on inbound calls or emails to positively manage both our customers and business partners’ relationships.
• Schedule regular meetings, discussions, and teleconferences to strengthen the relationship with our O&M partners.
• Address any customers’ concerns or escalations promptly, professionally, and accurately.
• Raise any business partners’ concerns to the Ops Leadership team promptly.
• Review and analyze our O&M partners' performance and behavior to address potential risks.
• Identify opportunities for business growth in our Ops Leadership team.
• Review loan documents, PV designs, and installation contracts for accuracy and completeness.
• Perform fraud verification activities to ensure the validity of PII.

• A bachelor’s degree in business or other related field with a minimum of 5+ years of professional work experience including 4+ years’ work experience with B2B2C in the solar industry, particularly in O&M, customer service roles or operations.
• Experience with…