Field Operations Specialist

The Role

SPAN is growing fast and we’re looking for a Technical Account Manager to support our fast-growing channel of new home construction and key customer accounts. This role involves strong collaboration as a technical partner to our Sales and Account Management functions with a strong in-field presence with our electrician partners. There will be a heavy emphasis on Homebuilder Operations activation, installation volume velocity, in-person customer visits, field electrician and designer trainings and of course escalated problem resolution. Important skills include a self-driven work style, flexibility, and an eagerness to learn and develop broad expertise of SPAN’s products along with pre and post sale processes. A SPAN Technical Account Manager is patient, and empathetic, inspires confidence, and brings credibility to customer interactions. This role will benefit from a combination of residential electrical and sales engineering experience and field personnel interactions with successful outcomes. We need an eagerness to develop new channel processes, and drive product improvements with real homebuilder volume perspectives to ensure an excellent customer experience.

In this role, a large amount of travel will be needed to support the installation of SPAN’s products in the field. While SPAN maintains a flexible work environment regarding remote work, working from our headquarters in San Francisco will be required periodically. You should also expect to regularly interface with SPAN’s customers including General Contractors, Electrical Contractors, Architects, Developers, Electric Utilities and homeowners.

Members of our team are hands-on, team-oriented, creative, and most of all highly passionate about driving adoption of clean energy at scale. Ability to apply technical reasoning to a variety of projects and processes is a must. Excellent written and verbal communication is a must.

Responsibilities

• In this role, you will…

  • Be an expert in SPAN’s Energy Management applications and Energy Storage Systems integrations.

  • Sit on a cross functional core team to support our Homebuilder / New Construction Sales Team members involving sharing knowledge of valuable market trends, technical knowledge, and customer feedback.

  • Provide technical expertise around SPAN products to electricians, project managers, designers, customer operations leadership and sales teams to drive rapid adoption and scale of SPAN products via key accounts relationships.

  • Initial and ongoing electrician and solar installer customer trainings with the goal of accelerating proficiency around the installation of SPAN products.

  • Be onsite for customer visits in the field at installation projects AND at customer branch office locations throughout the US and Puerto Rico.

  • Create, maintain, and update Project Management style tracking tools for Homebuilder installation progress across dozens of builders and hundreds of communities in various stages of progress.

    • Helping us build and track the pipeline of SPAN products needed from manufacturing, fulfillment, procurement, installation, commissioning and homeowner onboarding.

  • Function as a bridge between the customer and SPAN Support/Tier 3 Teams, Engineering, and QA Teams working to maintain and deliver on SLAs for customer issue resolution.

    • Provide input and feedback to customers’ standard operating procedures and design guidelines related to installation workflows for SPAN products and integrations with other vendor’s equipment in a residential application.

    • Identify ways to improve processes for installer support, product information, and learnings.

• Expectation of up to 50% or more of time traveling to customer locations.

About You Required Qualifications

• Ability to develop new or improve existing training documentation as needed for the purposes of training various technical and non-technical customer audiences.

• Project Management mindset and experience to create tracking tools for installation and activations progress.

• Comfort with delivering presentations to small to medium-sized groups, delivered with an engaging and credible style.

• Able to travel 50%+ of the time to in-field new home builder communities (Production, Custom and SPEC market segments).

• Prioritize safety and job-site awareness for Zero incident outcomes while on customer project sites, including proper PPE and OSHA requirements.

• Residential electrical experience, solar and battery storage product and installation knowledge along with a familiarity of systems wide approach to home electrification are all keys to success in this role.

• Demonstrated propensity to creatively and quickly solve challenging, technical problems.

• Exceptional written and verbal communication.

• A calm, level-headed, problem-solving demeanor while under pressure.

• Empathy for customer problems and drive to continually improve their experience with the SPAN brand and products.

• Bachelor’s Degree not required but equivalent residential electrical and solar trades/field related experience is.

Bonus Qualifications

• Understanding of solar, residential energy storage, embedded electronics, power electronics, AC and DC power, and/or electric vehicle service equipment (EVSE).

• Proficient in creating engaging presentations.

• Experience troubleshooting networking issues, IoT devices and residential electrical systems.

The U.S. base salary range for this position is $120,000 - $145,000 plus benefits, equity and variable compensation for Sales-related roles. This range represents SPAN’s good faith estimate of competitively-priced salary for the role based on national, real-time industry data from companies of a similar growth stage. This range reflects minimum and maximum new hire salaries for the role across US locations. Within the range, individual pay is determined by location and individual factors including relevant skills, experience and education or training. This range correlates to the relative level of the candidate we believe we need for the role and may require an adjustment for candidates of a different level. 

Your recruiter can share more about the specific salary range for the location this role is based during the hiring process.