Solar Battery - US Service & Support Supervisor

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID. Remove boilerplate, navigation, legal, EEO, duplicated lines, application instructions. We need to parse the posting and extract content. Let's identify sections: - About Fortress Power (company description) maybe not needed as a heading? Could be part of About the role? The instruction says use headings for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should map content accordingly. We have "About the Role" section: description of owning US applications engineering and customer service team, etc. That's likely responsibilities. We have "What You'll Own" bullet list: many responsibilities. We have "What We're Looking For": list of qualifications/skills. We have "Why This Role": maybe benefits? Actually it's about why role is attractive: real authority, build it yourself, direct line to leadership, growing company. Could be considered Benefits or maybe Qualifications? Probably Benefits. We have "Let's Be Straight With You": more details about role (working supervisor, no playbook, lean team). Could be part of Responsibilities or maybe a note. We have "The Details": Location, Travel, Schedule. We have "How to Apply": remove. We have EEO boilerplate: remove. We need to preserve all substantive information. Thus we need to create sections: - About the role: maybe a brief paragraph summarizing role? Could combine About Fortress Power and About the Role? The instruction says use heading About the role for section headings. So we can put a paragraph about the role (maybe from "About the Role" paragraph). We'll not duplicate job title. - Responsibilities: from "What You'll Own" bullet list plus maybe other responsibilities like "own the residential customer experience from first contact to closed ticket", "carry a personal caseload of the hardest escalations", etc. - Requirements: maybe from "What We're Looking For" bullet list (3+ years supervising, working knowledge of warranty and RMA operations, etc.) plus ideal background items. - Qualifications: maybe overlapping with Requirements; but we need to decide. Could separate: Requirements = mandatory; Qualifications = preferred/ideal. The posting has "What We're Looking For" (mandatory) and "Ideal background" (preferred). So we can map Requirements to the bullet list under "What We're Looking For". Qualifications to "Ideal background". Skills maybe from bilingual Spanish/English, etc. But we can also put skills under Skills section. - Benefits: from "Why This Role" (real authority, build it yourself, direct line to leadership, growing company). Also maybe from "Let's Be Straight With You"? That's more about role nature. Benefits could also include remote considered, travel occasional, etc. But schedule is separate. - Pay: not mentioned; we should not include Pay section if not specified. - Schedule: from "The Details": Schedule: Eastern Time, with coverage across US time zones, PR, and Latin America; periodic weekend/evening availability during storm and safety events. Also location: Langhorne, PA preferred; remote considered for strong candidates. Travel: occasional travel for site visits, installer training, trade events, and HQ meetings. We could include location and travel under maybe a "Details" section but not in allowed headings. Could fold into Schedule or maybe a short p under a generic section? The instruction says only use those headings; we can include a short p for metadata like location and travel under maybe a paragraph after headings? It says "fold minor metadata into a short

or drop it." So we can include a short p after the heading sections maybe before first heading? But we need to output only HTML fragment; we can include a p with location/travel details. We must not include navigation, legal, EEO, duplicated lines, application instructions. Let's extract content. First, About Fortress Power paragraph: "Fortress Power is an established, profitable solar and energy storage company entering its next phase of growth. We design and manufacture LFP battery energy storage systems, hybrid inverters, and smart energy panels sold through distributors and installed by third-party contractors across North America, the Caribbean, and Latin America. Our US service and support team is who stands behind those products once they're in the field." We could put that under About the role? Actually About the role heading is for role description, not company. But we could include a brief paragraph about the company under About the role? Might be okay. However instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So About the role is a heading for role description. Could include company description there as context. We'll do that. Now Responsibilities: list from "What You'll Own". Let's extract bullet points: - The US applications engineering and customer service team: employees, EOR staff, and contract field and lab technicians across the US, Puerto Rico, and Mexico. - Coverage across technical support, customer service, Spanish-language, and weekend queues, including storm-event coverage. - Escalation quality, end to end. The highest-risk cases land on your desk: safety events, attorney or insurer contact, executive escalations, anything with reputational exposure. - Queue health in Zoho Desk: daily ticket sweeps, status discipline, aged ticket reviews, and follow-up enforcement. - The residential RMA lifecycle from technical verification through replacement delivery, defective unit recovery, credit, and closure. - Root cause analysis on repeat field failures, feeding failure data to Product, QA, and the supplier claim process. - The residential knowledge base, approved response templates, and process documentation. - Weekly and monthly reporting on queue health, response times, escalations, RMA cycle time, field cost, and customer satisfaction. - Building the measurement that doesn't exist yet: customer satisfaction scoring, first contact resolution, and a ticket quality scorecard. Also from earlier: "You will own the residential customer experience from first contact to closed ticket, running one team across two disciplines that Fortress has historically managed separately: front-line customer service (phones, tickets, warranty administration) and applications engineering (remote diagnosis, field service, RMA decisions). This is a working supervisor role. You carry a personal caseload of the hardest escalations while managing the queue, the people, the process, and the spend behind it all." Add those as responsibilities. Now Requirements: from "What We're Looking For" bullet list: - Escalation owner. You manage escalations consistently from start to finish, not just stepping in when things get loud, but tracking, owning, and closing them as a core part of how you lead. - Builder. You create process where none exists and get the team on board, without waiting for someone to hand you a framework. - Working supervisor. You carry a personal caseload alongside the team. You can challenge an engineer's diagnosis, not just relay it. - Data-driven. You use reporting to decide where the team spends its hours, and you say the real number even when it's unflattering. - Composure. When something goes wrong, you own the outcome without deflecting. Installers, homeowners, and executives all get the same straight answer. - 3+ years supervising a technical support, field service, or customer service team in a manufacturer, energy, or comparable technical industry. - Working knowledge of warranty and RMA operations, including return logistics, credits, chargebacks, and failure analysis. These are more like competencies/requirements. We'll put them under Requirements. Qualifications: from "Ideal background": - NABCEP certification with prior PV installation experience. - Currently leading an install crew or serving in a service supervisor role. - Bilingual Spanish and English. - Experience supporting installations through third-party contractors and distributors. - Familiarity with multi-region teams spanning the US, Puerto Rico, and Latin America. We'll put under Qualifications. Skills: maybe we can extract bilingual Spanish/English as skill, plus maybe technical knowledge of LFP battery, hybrid inverters, smart energy panels, Zoho Desk, etc. But we could also put under Skills: Bilingual Spanish/English, technical support, warranty/RMA, data reporting, process building, etc. However we should not invent. We can list skills explicitly mentioned: Bilingual Spanish and English, working knowledge of warranty and RMA operations, experience with Zoho Desk (implied), ability to build processes, data-driven reporting, escalation management, etc. But we need to avoid inventing. Let's see if any explicit skill list: Not really. Could combine bilingual under Skills. Could also include "process building", "data-driven decision making", "escalation ownership". Those are more competencies. Might be okay to put under Skills: Bilingual Spanish/English, process creation, data analysis/reporting, escalation management, warranty/RMA knowledge. But we need to ensure not to invent beyond what's stated. The posting says "Working knowledge of warranty and RMA operations", "Builder. You create process where none exists", "Data-driven. You use reporting...". Those are statements of skills. So we can list them. Benefits: from "Why This Role": - Real authority. You make the call on RMAs, dispatch, field spend, and process. This is not a role where decisions get made above you. - Build it yourself. The playbook, the scorecards, the measurement systems: they don't exist yet. You will create them. - Direct line to leadership. You report to the COO. Your voice reaches the people who make decisions. - A growing company. Fortress ships thousands of systems a year and is scaling. The team, the tools, and the scope of this role will grow with it. Also maybe from "Let's Be Straight With You": "This is a working supervisor role, not a management-only seat. You will carry your own caseload of the hardest escalations every week. There is no established playbook. You are building the process, the reporting, and the standards. The team is lean. When something needs doing and there's no one else, it's yours." That's more about role nature, could be considered Benefits or Responsibilities. We'll maybe include under Benefits as additional points about autonomy and impact. Schedule: from The Details: "Schedule: Eastern Time, with coverage across US time zones, PR, and Latin America; periodic weekend/evening availability during storm and safety events." Location and travel: we can include a short p: "Location: Langhorne, PA preferred; remote considered for strong candidates. Travel: Occasional travel for site visits, installer training, trade events, and HQ meetings." Now we need to output HTML fragment with h3 headings and ul/li for lists, p for prose. We must not include any markdown code fences. Let's structure:

Location: Langhorne, PA preferred; remote considered for strong candidates. Travel: Occasional travel for site visits, installer training, trade events, and HQ meetings.

About the role

[combined paragraph about role and company]

Responsibilities

• ...
...

Requirements

• ...
...

Qualifications

• ...
...

Skills

• ...
...

Benefits

• ...
...

Schedule

Eastern Time, with coverage across US time zones, PR, and Latin America; periodic weekend/evening availability during storm and safety events.

We should not include Pay section. Now we need to ensure we preserve all substantive information. Let's copy text exactly (or close) but we can rephrase slightly as long as we preserve meaning. Better to keep original phrasing. Let's extract each piece. About the role paragraph: combine "About the Role" first