Remote Operations Manager

As a manager for the Remote Operations Center, the candidate will oversee and manage the real time operations center in Durham NC. This role will directly impact FlexGen's success by maximizing availability/uptime for many of the world’s leading-edge energy storage installations. To accomplish this, the Remote Operations Center Manager will help staff and build the team that will monitor battery energy storage installations for various end users in the utility and C&I space. This role reports to the Aftermarket Services Manager.

FlexGen is a leading energy storage solutions (ESS) technology company based in North America. The company's storage platform integrates with the physical ESS and all levels of utility and microgrid projects as well as providing remote operational support and use configuration analysis enabling clients to effectively manage energy production. Leveraging a best-in-class energy management software and power electronics platform, and backed by Apollo Global Management, Altira Group, and the Jerry Miller Group, FlexGen delivers innovative energy storage solutions for commercially demanding utilities, government agencies, and industrial companies throughout the world.

Job Responsibilities:

• Hire, manage, develop and retain a team of highly responsive specialists focused on battery energy site uptime in their day-to-day jobs and interface with cross-functional teams to deliver on SLA’s.
• Remotely monitor and operate energy storage sites (for both Utility scale and C&I deployments).
• Identification and resolution of faults and alarms. Responsible for incident and escalation management. Dispatching of field technicians and 3rd party maintenance providers.
• Tracking support requests and requirements using the CMMS and various other tools.
• Manage customer expectations and execute on long term service agreements.
• Drive internal success by developing operational KPIs.
• Develop culture of continuous improvement. Work with Product Lifecycle Team and Data Analysis team to drive future software and hardware product improvements.

Required Qualifications:

• Minimum of BS degree in engineering or related technical field.
• Minimum of 6 years of work experience in a similar role or industry with 24-7 business operations / monitoring.
• Prior supervisory or management roles.
• Experience with CMMS (Computerized Maintenance Management) Tools. (Salesforce Service Cloud).
• Experience with various monitoring / analytics / SCADA tools.
• Knowledge of NERC / CIP compliance.
• Prior customer service / support roles.
• Experience with dispatching field technicians and 3rd party service providers.
• Experience with renewable energy (solar, wind, and battery), industrial communications, and the building blocks / equipment associated.
• Familiar with electrical single line diagrams, mechanical drawings, and network diagrams.
• A track record of demonstrating a sense of urgency and a history of taking ownership of tasks/responsibilities.
• Ability to effectively communicate in formal and informal settings, both internal and customer-related.
• Strong technical writing skills.
• Ability to work cross functionally with Sales, Services, Procurement, and Software teams.
• Exceptional customer service and conflict resolution skills.

FlexGen provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, FlexGen complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

FlexGen expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

To the extent permitted by law, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing