Commercial Service Specialist

The Commercial Service Specialist (CSS) is an integral part of the Commercial Service and Operations & Maintenance (O&M) team. This position manages the early stages of the customer experience and plays an important role in monitoring O&M PV systems for equipment outages and underperformance. The CSS responds to and triages incoming service requests that may originate from direct customer inquiries, system monitoring, or other sources. The CSS also creates service cases and work orders, performs remote troubleshooting, monitors PV system performance, and generally supports the commercial service team. The role prepares estimates for non-O&M customers and works closely with Service Coordinators and O&M Portfolio Managers to support timely, accurate service resolution.

Success in this role requires strong customer service skills, technical curiosity, and the ability to manage a high volume of requests with professionalism and clarity. The Commercial Service Specialist ensures each service case is thoroughly documented, appropriately investigated, clearly communicated, and prepared for dispatch when applicable. There is an in-person requirement of at least two days per week at our South Portland branch location for this role.

Responsibilities:

• Manage all incoming commercial service inquiries via the commercial service inbox, internal inquiry submissions, phone line voicemails, co-owner requests, monitoring, and other sources.
• Serve as the first point of contact for commercial customers; respond promptly and professionally via email and phone.
• Monitor assigned PV systems under service contracts for performance alerts, outages, and anomalies.
• Investigate issues using PV monitoring platforms; perform structured remote troubleshooting.
• Work with customers and manufacturers as needed to diagnose and troubleshoot service issues.
• Escalate issues to Technical Specialist, Service Coordinator, or O&M Manager as needed
• Create and manage service cases from intake through work order readiness.
• Determine when site visits are required and create corresponding work orders.
• Prepare detailed and accurate service estimates for non-O&M customers for approval prior to dispatch.
• Ensure work orders are fully prepared, documented, and ready for handoff to the Service Coordinator for scheduling.
• Work directly with equipment manufacturers (OEMs) to gather insights, request warranty support, and collaborate on technical resolutions.
• Identify when manufacturer support or on-site dispatch is required and escalate appropriately.
• Support Commercial Service team with administrative tasks as needed

• Highly organized with excellent ability to multi-task and prioritize.
• Strong written and verbal communication skills, with a customer-first mindset.
• Positive attitude, team-oriented work style, and willingness to learn.
• Proficiency with computers, including Microsoft Outlook, Excel, and data analysis in web-based platforms.
• Strong troubleshooting instincts, with interest in developing technical PV knowledge.
• Ability to manage a fast-paced workflow with urgency and accuracy.
• Ability to adapt quickly to changing priorities and evolving processes.
• Strong work ethic and a proactive approach to solving problems and improving systems.
• Collaborative team player who supports colleagues, asks questions, and constructively challenges ideas to strengthen team initiatives.

Preferred:

• Experience using solar PV monitoring platforms or other remote monitoring tools
• Prior customer service experience in a technical or field service environment.
• Familiarity with customer service ticketing systems