服务协调员 II
Service Coordinator ll
**公司简介**
Palmetto 是一家领先的清洁能源公司，致力于加速向清洁能源未来的转型。我们相信消费者可以**拥有一切**，我们是一家不妥协的能源公司，让清洁生活变得简单明了。我们的获奖技术平台使房主、企业和创业者能够通过简单、可扩展和创新的解决方案采用可再生能源。在 B2B 和 D2C 的交汇点上，我们提供软件、金融产品和服务，推动真正的环境影响——同时不牺牲价值。我们为整个家庭电气化提供端到端的解决方案，让清洁能源触手可及。
我们的员工是我们最宝贵的资源。我们培养内部晋升的文化，重视人才发展、职业成长和有目标的工作。Palmetto 提供全面的福利计划，包括无限带薪假期、医疗、牙科和视力保险、带薪育儿假、退休计划等，让你在个人和职业生活中都能**拥有的一切**。Palmetto 重视人员、地球和利润，由注重协作、影响和平衡的文化所支持。加入我们，共同打造更光明、更清洁的世界。
**部门简介**
服务运营是 Palmetto 服务与资产管理组织中的核心职能，负责住宅太阳能资产生命周期中的 PTO 后服务和维护。该团队通过管理从接收请求到解决的整个流程，确保系统性能、可靠性和客户满意度。这包括远程故障排除、现场访问协调以及通过内部技术人员和全国服务合作伙伴进行现场执行。
服务运营在保护资产性能和规模化优化服务成本方面起着关键作用。我们的重点是快速、高效且高质量地解决问题，在速度、成本和客户满意度之间取得平衡，同时支持我们所管理资产的长期性能。
**工作地点**
此职位将在菲律宾远程办公。
**汇报对象**
此职位将向服务运营团队主管汇报。
**岗位职责**
服务协调员 II 负责管理需要现场访问的 PTO 后服务请求，从接收请求到安排和执行准备全程负责。
该职位是客户与服务团队之间的核心协调点，负责确保所有服务请求得到及时处理。
查看英文原文
**Company Description**
Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can **have it all,** we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.
Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can **have it all** both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.
**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 ll 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 required.
- 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.
_Employment is contingent upon the successful completion of a background check._
**Equal Employment Opportunity**
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for four years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full privacy policy.
For more about our Privacy Policy, visit: [https://palmetto.com/privacy-policy](https://palmetto.com/privacy-policy)