Escalations Specialist
Omnidian
•$44 - $49
About The Position
Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are a certified B Corp, headquartered in Seattle, WA.
Requirements
- Direct experience in residential solar operations with a strong technical understanding of PV system architecture, common failure modes, and standardized scopes of work.
- Proven ability to communicate with clarity, empathy, and technical precision across customer-facing teams (Team Love), partner relationship managers (PAMs), and external field vendors.
- Hands-on experience navigating Salesforce CRM to review case work order histories, alongside working knowledge of solar monitoring portals (e.g., SolarEdge, Enphase).
- Demonstrated capability to manage competing priorities in a fast-paced environment, exercise analytical problem-solving, and drive swift, resolution-focused outcomes.
Responsibilities
- Triage, prioritize, and actively drive high-urgency residential service escalations across the Field Service Partner (FSP) network to resolve performance issues and adhere to operational SLAs. (including but not limited to managing the R&R process)
- Serve as the central operational bridge between Field Service Partners, Team Love (Customer Service), and internal Partner Account Managers (PAMs). Deliver concise field updates to customer service while partnering directly with PAMs to highlight systemic FSP performance trends or chronic operational bottlenecks.
- Review and validate FSP scopes of work, site reports, and historical case data in Salesforce to verify technical accuracy, confirm appropriate issue categorization, and ensure compliance with quality standards.
- Coordinate active field service work orders, resolve operational friction points with FSPs, and collaborate with Field Service Coordinators to maintain efficient dispatch-to-resolution timelines.
- Document detailed escalation progress, root causes, and resolution paths within Salesforce to provide full visibility for PAMs and leadership, preventing recurring service friction.
Benefits
- Annual merit increases
- Up to $500 in annual learning reimbursement for courses, certifications, or conferences.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
