Baker Home Energy is seeking a Technical Support Manager to lead the residential solar and battery Technical Support function at their onsite team in Escondido, CA. This role translates approved strategy into disciplined operations, coaching, and measurable outcomes that help drive consistent homeowner resolutions across technical, warranty, and pricing recovery work.
What you will do
- Translate approved strategy into SOPs, workflows, staffing plans, training, service standards, escalation paths, and measurable team objectives; monitor execution and correct performance gaps.
- Own case-management standards across intake, prioritization, technical assessment, responsibility determination, documentation, homeowner contact, aging, field handoff, and closure, while monitoring workload, repeat contacts, unresolved cases, and service quality.
- Act as the management escalation point for complex matters involving solar, battery, electrical systems, monitoring, operational issues, pricing, warranty questions, and sensitive homeowner concerns; identify recurring issues and ensure root causes are addressed.
- Lead and coach the Technical Support Supervisor and assigned team, including staffing recommendations, onboarding, performance management, professional development, and appropriate personnel actions.
- Build and maintain team competency across residential solar PV, battery storage, inverters, gateways, communications, monitoring, remote troubleshooting, OEM and warranty processes, case management, homeowner communication, and escalation protocols.
- Assess technical and process competency, close knowledge gaps through training and coaching, and develop the team to resolve issues at the appropriate level.
- Implement monitoring processes to identify and prioritize actionable residential solar and battery performance issues, increase effective remote diagnosis and resolution, and support homeowner self-help before dispatching field resources.
- Direct diagnosis using monitoring data, alarms, production and consumption trends, equipment documentation, and field findings, distinguishing among equipment, communications, installation, electrical, configuration, grid, and homeowner-use issues.
- Ensure clean transitions to Field Service with complete scopes and documentation, clear ownership, appropriate customer communication, and timely resolution when onsite work is required.
- Interpret Baker Home Energy and manufacturer warranty terms to determine homeowner claim validity and eligibility, including coverage, warranty periods, exclusions, limitations, documentation, and whether repair or replacement is the provider’s responsibility; distinguish obligated work from customer-paid service.
- Manage OEM support, claims, RMAs, and manufacturer escalations, including reimbursement recovery with documentation, submissions, status tracking, reconciliation of unpaid or underpaid claims, denial resolution, and coordination with Finance.
- Develop and improve clear scopes of work and approved standard or flat-rate pricing, including assumptions, exclusions, approval requirements, and escalation criteria; train the team to communicate scope, price, and value professionally.
- Lead resolution of escalated homeowner concerns and, within established authority and approval limits, negotiate appropriate service commitments, credits, reimbursements, concessions, or settlement terms; coordinate additional review with leadership, Finance, Legal, and other stakeholders.
- Operationalize Repair | Optimize | Expand while keeping repair, warranty completion, and homeowner experience primary, ensuring options are based on technical findings and needs rather than indiscriminate selling.
- Establish handoffs for repair, upgrades, battery additions, electrical improvements, EV charging, added generation, and other services, whether introduced by Technical Support, a qualified field technician, Sales, or another specialist.
- Partner with the Director on KPIs, service standards, reporting, and performance expectations for diagnosis speed, responsibility determination, pricing accuracy, warranty progression and recovery, case aging, remote resolution, repeat service, homeowner experience, team competency, and handoff quality.
- Serve as functional owner for Technical Support workflows in CRM, monitoring, knowledge, automation, and related systems, improving reporting, data quality, user adoption, administrative efficiency, and approved AI-assisted processes with human oversight.
- Coordinate with Customer Success, Field Service, Operations, Sales, Marketing, Finance, Business Systems, manufacturers, and other teams to convert frontline and fleet insights into improvements in products, installation quality, processes, training, and customer programs.
Requirements
- Bachelor’s degree in a technical, engineering, or business field (or equivalent education and experience), preferred.
- 5+ years of progressively responsible residential solar PV and battery energy storage experience in technical support, service operations, commissioning, field service, or a comparable function, required.
- 4+ years of direct people-management experience in a service environment, including managing supervisors or team leads and building high-performing teams, required.
- Advanced working knowledge of residential solar and battery architecture and operation, including modules, stringing, optimizers, microinverters and string inverters, batteries, rapid shutdown, gateways, meters, communications, monitoring platforms, electrical interfaces, commissioning, and common failure modes.
- Demonstrated expertise in remote diagnostics, alarms and events, production and consumption analysis, communications troubleshooting, system-performance validation, technical case documentation, field handoffs, and root-cause analysis.
- Experience interpreting contractor workmanship and manufacturer warranties, evaluating homeowner claim validity, managing OEM support, claims, RMAs, escalations, and reimbursement recovery, and distinguishing product, installation, workmanship, utility, and customer-paid responsibilities.
- Experience working directly with homeowners, explaining complex findings and options, setting expectations, managing escalations, preserving trust, and negotiating resolutions or settlement terms within established authority.
- Experience creating scopes of work, applying standard or flat-rate pricing, developing SOPs and training, assessing competency, using CRM and service-management systems, and analyzing performance and fleet data.
- Strong leadership, judgment, organization, analytical ability, written and verbal communication, empathy, composure, cross-functional collaboration, adaptability, and follow-through.
Technologies
- CRM
- Monitoring
- Knowledge
- Automation
- AI-assisted processes
Compensation and benefits
Salary: USD 90,000 - 115,000 per year, depending on experience.
Baker Home Energy also offers benefits including health insurance, employee wellness program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO), along with: referral program, tuition reimbursement, 401(k) matching, Paid Sick Time, Vision insurance, Dental insurance, Life insurance.
Pay transparency and incentives
- The starting salary for this opportunity range is listed.
- Other rewards may include annual bonus eligibility based on company and individual performance, short- and long-term incentives, and program-specific awards.
- A candidate’s salary history will not be used in compensation decisions.
- Compensation information is a good-faith estimate for this position.
Equal Opportunity: Baker Home Energy is an Equal Opportunity Employer / Disability / Veteran.
