Service and Monitoring Specialist
Department: Installation
Location: Remote
Type: Full Time, EST
About the Role
This role owns post-install system validation and monitoring readiness, ensuring each solar system is functional, accurately metered (including correct CT placement / configuration), and reporting reliably before PTO and funding activation. It focuses on remote troubleshooting and data quality remediation, coordinating site visits with install teams/build partners when needed, and managing RMAs to restore full performance and reporting. The position partners closely with Funding, Installation, and Post-PTO Service teams to resolve open issues and drive timely milestone completion.
Role and Responsibilities
- Own post-install system validation and monitoring readiness to ensure every site is accurately set up, reporting correctly, and fully functional prior to PTO approval and funding activation milestones.
- Build, configure, and maintain monitoring sites/platforms after install to ensure proper performance tracking, visibility, and data integrity.
- Validate commissioning data and metering/CT configuration (placement, orientation, scaling, phase association) to confirm accurate production/consumption reporting.
- Map solar arrays after installation and verify system topology aligns with as-built plans and monitoring requirements.
- Perform remote troubleshooting for non-reporting, under-reporting, or misreporting systems; diagnose root cause across monitoring, comms, inverter, gateway, CTs, and configuration.
- Action and coordinate corrective work with installation teams and build partners when site visits are required to resolve open service issues prior to PTO approval.
- Open, track, and manage RMA (Return Merchandise Authorization) cases with manufacturers; coordinate replacements, returns, and re-commissioning to restore full monitoring and performance reporting.
- Confirm systems meet “reporting sufficient” criteria for funding activation milestone requirements; escalate and drive resolution when data quality or functionality blocks activation.
- Partner cross-functionally with the Funding team, Installation team, and Post-PTO Service team to ensure clean handoffs, aligned priorities, and timely closure of outstanding issues.
- Maintain accurate case notes and audit-ready records in CRM/internal systems.
Requirements
- Minimum of 2 years in remote service or troubleshooting support in a related field within the solar.
- Solar Knowledge and familiarity with solar installations and monitoring system operations ie ENPHASE, SolarEdge, Tesla etc
- Fluent in English with excellent verbal and written communication skills; able to interact effectively with internal teams and external installers.
- Strong focus on accuracy and quality in all aspects of work.
- Time Management & ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
- Proficient in CRM systems, email communication, and solar monitoring platforms.
- Problem-Solving. Proven ability to identify challenges and resolve issues promptly to maintain efficient project workflows.
- Experience with CRM platforms such as Salesforce, Insightly, SiteCapture, or Enerflo.
- Experience with TPO Lenders and Financer Requirements
Benefits
- Opportunities for growth and advancement
- Competitive compensation package, including Maxicare HMO after three months probation period
- Full-time (40 hours per week)
- Remote (Philippines-based)