Deployed Systems Commercial Operations Manager

This role serves as the primary field liaison between Shoals and customer-facing EPC contractors, asset owners, and operations and maintenance teams. It supports deployed products throughout the project lifecycle—including project kickoff, construction, commissioning, O&M handoff, technical support, warranty investigations, root cause analysis (RCA), and field-based product validation.

Responsibilities

• Pre-Construction / Project Kickoff Support
  • Conduct remote customer training sessions covering material packaging expectations; material receiving, storage, and handling best practices; transit damage prevention and documentation requirements; product installation best practices; warranty claim processes; and RMA request procedures.
  • Review project wire submittals and site layouts when available.
  • Educate customers on product identification, row types, and BLA configurations.
  • Reinforce Shoals product quality standards and applicable supplier standards.
  • Support EPC project teams during project startup activities.
• Post-Construction / O&M Handover Support
  • Deliver customer training for operations and maintenance organizations, covering replacement material handling, receiving and storage requirements, installation best practices, vegetation management considerations, warranty and non-warranty processes, and RMA procedures.
  • Review project documentation and wire schedules with end users.
  • Support smooth transition from construction to operations.
• Technical Support & Warranty Support
  • Serve as a direct support resource for Sales and Project Management teams.
  • Validate warranty claims and support claim resolution.
  • Investigate manufacturing defect and product nonconformance allegations.
  • Provide remote and on-site installation training.
  • Conduct product installation quality audits.
  • Lead technical investigations involving field failures and performance concerns.
  • Support corrective action and root cause analysis initiatives from initiation through closure.
• Product Nonconformance Investigation
  • Respond to customer claims, typically within 24 hours of notification.
  • Collect and document failure descriptions, site information and customer contacts, affected quantities, relevant part numbers, photographic and video evidence, and customer troubleshooting results.
  • Coordinate RMA activity with Customer Care and Quality teams.
  • Assist Quality Engineering in collecting and validating field data.
  • Present RCA findings and corrective actions to customers when required.
• Critical Product Failure Response
  • Perform remote and on-site failure assessments.
  • Coordinate material returns and investigative activities.
  • Travel to customer sites as needed to support failure mode verification, data collection, root cause investigations, and corrective action implementation.
  • Act as the primary technical communication channel between customers and internal teams during critical events.
• Engineering & Product Innovation Support
  • Serve as the field representative for engineering standards and specifications.
  • Support field deployment of new and existing products.
  • Collaborate with Engineering on technical questions and product performance concerns.
  • Provide rapid-response field support for critical technical issues.
  • Generate detailed site visit reports and field inspection documentation.
  • Maintain photo documentation and evidence packages supporting RCA efforts.
  • Track product performance trends and provide early warning indicators for recurring issues.
  • Support interactions with third-party suppliers regarding field performance concerns.
  • Participate in supplier and customer site visits when necessary.
• Customer Support Responsibilities
  • Develop strong working relationships with EPCs, installers, asset owners, O&M providers, and distributors.
  • Provide professional technical guidance and problem resolution.
  • Support customer satisfaction and continuous improvement initiatives.
  • Ensure timely follow-up and closure of customer concerns.
  • Deliver exceptional customer service while representing Shoals in the field.

Requirements

• Equivalent combination of technical education and relevant field experience required.
• 5+ years of experience in solar, electrical, power generation, construction, manufacturing quality, field engineering, technical support, or related industries.
• Experience conducting root cause investigations and field failure analysis preferred.
• Experience supporting EPC, utility-scale solar, or renewable energy projects preferred.
• Customer-facing technical support experience strongly preferred.
• Ability to interpret electrical drawings, wire schedules, and construction documentation.
• Knowledge of utility-scale solar systems and balance-of-system products preferred.
• Understanding of quality systems, corrective actions, and RCA methodologies.
• Proficiency with Microsoft Office Suite and technical reporting tools.
• Strong documentation and presentation skills.
• Exceptional communication and customer service skills.
• Strong analytical and troubleshooting abilities.
• Ability to work independently with minimal supervision.
• Strong organizational and project management capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable presenting technical information to customers and executive stakeholders.

Travel Requirements

• Ability to travel 50-75% as business needs require.
• Must be capable of deploying to customer sites throughout the continental United States within 48-72 hours when necessary.
• Valid driver’s license and ability to travel by air.

Physical Requirements

• Ability to work in outdoor construction and utility-scale solar environments.
• Ability to walk uneven terrain and navigate active construction sites.
• Ability to lift up to 50 pounds occasionally.
• Ability to work in varying weather conditions and temperatures.

Success Measures

• Timely response to customer claims and escalations.
• Successful completion of field investigations and RCA support activities.
• Customer satisfaction and issue resolution performance.
• Quality of field reporting and documentation.
• Effective collaboration with Deployed Systems Engineering, Engineering, Quality, Sales, and Project Management.
• Reduction in recurring field issues through proactive feedback and corrective action support.