Shop Operations Manager and Field Service Technician

About the Role

Based at our engineering and service center in Woburn, MA, this role offers broad ownership and autonomy for service center operations alongside tight collaboration with field service, engineering, and manufacturing teams. The scope includes replacement part fulfillment, performing SmartFlower system upgrades and refurbishment, handling customer service cases, and traveling to customer sites to perform maintenance and repair activities.

Responsibilities

• Own SmartFlower shop operations performing as shop technician, shipping/receiving clerk, field service agent, and service partner trainer.
• Manage SmartFlower North American spare parts including customer fulfillment and inventory optimization.
• Conduct SmartFlower system and component failure analysis, refurbishment, and testing.
• Partner with the Installation and Service Manager to coordinate and administer service case escalations, installations, training sessions, and field service calls.
• Provide service agent coverage as needed, ensuring case response SLAs are met.
• Provide technical training and remote troubleshooting to customers and service partners.
• Build and maintain strong relationships with external customers.
• Monitor and report key service KPIs, including order fulfillment time, service response time, and customer satisfaction.
• Drive continuous improvement initiatives to enhance shop operations, bolster product serviceability, and drive down cost.

Requirements

• Completed technical education (high school diploma plus vocational training, trade school, or an associate or bachelor's degree in electrical, mechanical, or renewable energy field).
• Hands-on field experience with mechanical assembly, electrical interconnections, and related tools. Expertise in photovoltaic systems or industrial equipment a plus.
• Strong time management skills. Demonstrated ability to set individual priorities and meet deadlines.
• Strong written and verbal communication skills. Proficiency with common business and collaboration tools (e.g., Salesforce CRM, Microsoft Office, Jira, Confluence).
• Willingness and ability to travel within North America up to 25%. Current US passport holder.
• Nice to have: licensed forklift operator, working knowledge of OSHA and NFPA 70E.
• Legally authorized to work in the US. This position does not provide sponsorship.

Benefits

• Clear responsibility for shop operations with autonomy in day-to-day decision making.
• The opportunity to contribute directly to SmartFlower's service and operational strategy.
• Collaboration with an international and cross-functional team.
• Work on renewable energy technology and industrial equipment across a wide customer base.
• Competitive salary based on qualifications and experience.