Department Description

Service Operations is a core function within Palmetto’s Service and Asset Management organization, responsible for post-PTO service and maintenance across the residential solar asset lifecycle. The team ensures system performance, reliability, and customer satisfaction by managing service requests from intake through resolution. This includes remote troubleshooting, site visit coordination, and field execution through both in-house technicians and a national network of service partners. 

Service Operations plays a critical role in protecting asset performance and optimizing the cost of service at scale. Our focus is to resolve issues quickly, efficiently, and with high quality—balancing speed, cost, and customer satisfaction while supporting the long-term performance of the assets we manage.

Location

This position will be based remotely in the Philippines. 

Reporting

This position will report to the Service Operations Team Lead.

Summary of Role 

The Service Coordinator lll is responsible for managing post-PTO service requests that require site visits, owning the process from intake through scheduling and execution readiness.

This role serves as the central point of coordination between customers, service partners, and internal teams, ensuring timely resolution, accurate scoping, and efficient resource allocation. Coordinators are accountable for driving service requests through the pipeline while balancing speed, cost, and customer experience.

Strategic & Tactical

• Own the lifecycle of service requests requiring site visits, from intake through scheduling and readiness for execution.
• Triage incoming cases from Technical Support and determine next steps, including validation of scope and service needs.
• Define and validate scopes of work for internal Field Service Technicians and external service partners, ensuring clarity and completeness prior to dispatch.
• Select appropriate service resources based on scope, location, cost, and partner performance, optimizing for both efficiency and quality.
• Manage service queues and case pipelines within Salesforce, maintaining data accuracy and ensuring all requests progress within defined timelines.
• Maintain proactive communication with customers regarding scheduling, delays, and next steps, ensuring a high-quality service experience.
• Review and approve partner quotes and invoices, ensuring alignment with scope of work and cost expectations.
• Monitor job progress and follow up on open or delayed work orders, escalating risks to timelines, quality, or customer satisfaction as needed.
• Collaborate with Field Service, Supply Chain, Engineering, and other internal teams to resolve blockers and ensure successful job execution.
• Support partner performance management by providing feedback, identifying recurring issues, and contributing to partner reviews.
• Conduct root cause analysis on service issues and recurring failures, documenting insights and contributing to process improvements.
• Identify workflow inefficiencies and suggest improvements to processes, tools, and coordination practices.

Qualifications

• BS/BA is preferred.
• 2+ years of experience in a service coordination, operations, or customer support role in a high-volume environment.
• Strong organizational and time management skills, with the ability to manage multiple service requests simultaneously.
• Ability to make decisions under ambiguity, balancing speed, cost, and customer impact.
• Customer-first mindset with strong communication skills, both written and verbal.
• Experience working with CRM or service management platforms (Salesforce preferred).
• Attention to detail, particularly in scope validation, scheduling accuracy, and cost control.
• Ability to work cross-functionally and manage multiple stakeholders, including external service partners.
• Proactive, resourceful, and comfortable operating in a fast-paced, evolving environment.
• Experience in residential solar, construction, or field service operations is preferred.
• Familiarity with service partner networks and contractor-based service models is preferred.
• Spanish proficiency is a plus.

Success Defined

Success in this role is measured by the ability to efficiently move service requests through the coordination pipeline while ensuring high-quality decision-making, cost control, and strong customer communication.

• Pipeline Throughput & SLA Adherence
  • Consistently progress service requests from intake through service readiness within defined SLAs, minimizing backlog and avoiding unnecessary delays or rework.
• Scope Accuracy & Cost Control
  • Demonstrate high accuracy in scope definition and service resource selection, resulting in minimal scope changes, low rework rates, and optimized cost per service event.
• Customer Experience
  • Maintain clear, proactive communication with customers throughout the service process, contributing to strong customer satisfaction and reduced inbound escalations.

Department Description

Service Operations is a core function within Palmetto’s Service and Asset Management organization, responsible for post-PTO service and maintenance across the residential solar asset lifecycle. The team ensures system performance, reliability, and customer satisfaction by managing service requests from intake through resolution. This includes remote troubleshooting, site visit coordination, and field execution through both in-house technicians and a national network of service partners. 

Service Operations plays a critical role in protecting asset performance and optimizing the cost of service at scale. Our focus is to resolve issues quickly, efficiently, and with high quality—balancing speed, cost, and customer satisfaction while supporting the long-term performance of the assets we manage.

Location

This position will be based remotely in the Philippines. 

Summary of Role 

The Service Operations Scheduler plays a central role in ensuring that customers receive timely, high-quality service for their solar systems by coordinating and scheduling Field Service Technician (FST) site visits. This role manages all logistics related to appointment setting, customer communication, and alignment of technician capacity with demand.

Schedulers act as the primary point of contact for customers during the site-visit coordination process—confirming availability, explaining next steps, and ensuring customers feel supported and informed. They work closely with FSTs, Service Project Coordinators, and regional leadership to optimize routing, maximize technician efficiency, and minimize scheduling delays.

The ideal candidate is detail-oriented, highly organized, and excels at managing communication across multiple channels. They are capable of balancing customer expectations with operational realities and proactively identifying scheduling risks before they impact the customer experience.

Strategic & Tactical

• Coordinate, schedule, and confirm customer site visits for Field Service Technicians across multiple regions and time zones.
• Serve as the primary scheduling liaison for customers, maintaining proactive, timely, and empathetic communication.
• Optimize technician routes and daily workloads to increase efficiency and minimize travel time and cost.
• Review technician capacity and availability daily to construct accurate and achievable schedules.
• Collaborate with Service Project Coordinators, Asset Management Specialists, and regional leaders to ensure readiness before scheduling (e.g., materials, troubleshooting steps completed, access requirements).
• Verify customer availability, access instructions, and any pre-visit requirements to ensure a successful appointment.
• Monitor work order queues to ensure all site-visit–eligible cases are scheduled within defined SLA targets.
• Escalate scheduling risks, technician constraints, or customer-related delays to leadership when they threaten timelines.
• Maintain accurate documentation of all scheduling attempts, customer communications, and confirmations in CRM platforms such as Salesforce.
• Support team reporting by flagging chronic bottlenecks, trends, and repeat issues that impact schedule adherence or customer satisfaction.
• Participate in cross-functional initiatives to improve scheduling processes, tools, and communication standards.
• Assist with temporary surge initiatives or special projects to ensure the Service Operations organization meets overall volume and customer satisfaction goals.

Qualifications

• BS/BA is preferred.
• Minimum 2 years of experience in a customer, tech, or sales support role preferred.
• A high degree of proactiveness, adaptability, and resourcefulness to excel in a dynamic, fast-paced environment.
• Customer service mindset.
• Problem solver with attention to detail.
• Strong enterprise software skills (G Suite, Salesforce).
• Ability to work independently as well as in a team.
• Excellent communicator, both written and verbal.
• Knowledge of the construction or solar industry is preferred.

Success Defined

Success in this role is measured by the Scheduler’s ability to efficiently convert service-ready work orders into completed, high-quality site visits while maintaining a strong customer experience. Key performance indicators include:

• Time to Schedule (SLA Adherence)
  • Percentage of site-visit–eligible work orders scheduled within defined SLA targets (e.g., within X business days of eligibility). This reflects responsiveness, queue management, and the ability to prevent backlog buildup.
• FST Utilization & Schedule Efficiency
  • Technician utilization rate (e.g., average site visits per technician per day) and route optimization effectiveness. This measures how well the Scheduler aligns demand with capacity to maximize productivity and minimize travel inefficiencies.
• Customer Experience (CSAT for Scheduled Visits)
  • Customer satisfaction scores tied to the scheduling and pre-visit experience, including communication clarity, ease of scheduling, and adherence to confirmed appointment windows.

Department Description

Palmetto Home is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform, financing, customer management system, and milestone quality control system. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption.

Location

This position will be based in the Philippines.

Reporting

This position will report to the Team Lead, Quality Control. 

Summary of Role 

The Quality Control Technician is responsible for the review and close-out of milestone packages (project documents, photos and design details and confirming the estimated production of sold systems meets the installed design) for Palmetto’s Third Party Ownership product. The primary objective of the role is to drive high quality standards of Palmetto owned assets and to clarify necessary remediations to ensure strong portfolio health (systems that can last for 25 years!). Additionally, this role's scope will also include the review of solar monitoring platforms to verify systems are mapped accurately and confirm the nominal function of critical system components. With daily project throughput review, they will ensure project milestone approvals and rejections are actioned in a timely manner, with clear communication to external partners. 

They will support the LightReach division to gather data to drive partner accountability and establish a culture of quality for the organization. 

Strategic & Tactical

• Review installation photos and  job close out documentation
• Review design material, and verify sold production to physical installation
• Review solar monitoring sites, layout, and registered product
• Provide clear and concise kickback reasoning for rejected packages
• Resolve closeout package kickbacks for fast re-submittal turnaround times
• Remain current on install material and methods, product trainings and integration of new products
• Support installation best practices, customer site profile creations, and customer satisfaction
• Handle incoming chat or ticket systems for expedient kickback resolution
• Identify trends or patterns with partners and provide recommendations 
• Contribute to partner & internal operations teams to drive education and best practices in order to drive up M1 & M2 pass rates

Qualifications

• 2-4 years of experience in a technical or construction based solar role
• Experience with interdepartmental problem solving or project management
• Experience in photovoltaic design preferred
• Excellent oral and written communication skills and ability to work with and influence 3rd parties
• Excellent organizational skills and ability to prioritize.
• Excellent analytical skills
• Experience with standard business tools such as G-Suite, Microsoft Office, etc.

Department Description

Palmetto Capital is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform, financing, customer management system, and milestone quality control system. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption.

Location

This position will be based in the Philippines.

Reporting

This position will report into the Manager, Account Operations.

Summary of Role 

We are seeking a highly detail-oriented Account Operations Specialist to support extension request processing, queue management, and utility status review. This role will focus on execution, documentation validation, and system updates — operating within established SOPs and escalation guidelines. The ideal candidate is process-driven, comfortable working through queues, and able to maintain high accuracy and SLA adherence in a fast-paced environment.

Strategic & Tactical

Aging Pipeline Management

• Own day-to-day intake and processing of partner extension requests
• Validate documentation completeness and compliance with extension criteria
• Categorize extension reasons (Utility, AHJ, Service, Partner Delay, Other)
• Update extension status and decisions in system tools (Intercom, CRM, trackers)
• Maintain SLA compliance for extension review and response timelines
• Escalate non-standard or repeat-extension cases to onshore Account Ops leadership

Partner Accounting Support

• Serve as the primary point of contact for partner accounting inquiries, ensuring timely and accurate responses
• Investigate and resolve discrepancies related to invoices, payments, and account reconciliations
• Assist partners with understanding financial statements, billing issues, and payment processes
• Collaborate with internal teams to enhance partner experience and optimize financial workflows through process recommendations 
• Maintain accurate documentation of partner interactions and resolutions

Qualifications

• Bachelors degree preferred
• 2+ years of experience in account operations, financial management, or a similar role
• Experience in solar or utility industries strongly required
• Proficiency in Excel, and data analysis tools and/or financial reporting systems  
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal abilities to collaborate with internal teams and external