Account Manager II (O&M Customer Support) at First Solar in Tempe, AZ

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Description

Our high growth and leadership position in the renewable energy business offers outstanding opportunities to individuals seeking an exciting work environment in one of the most important industries for the 21st century. First Solar is a leader in the development and manufacturing of thin film solar modules used in grid-connected solar power plants, as well as a provider of complete solar generation solutions for U.S. utilities. Our culture is one where teamwork, continuous improvement, achievement of results, and environmental responsibility are core values. We are seeking new associates who are motivated to contribute their talents to making cost-effective solar energy an important part of the world's energy mix.

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Primary Job Functions:

We're changing the world. Let us start with yours.

First Solar's Energy Services unit seeks candidates who believe in our mission of providing cost-advantaged solar services through innovation, customer engagement, industry leadership and operational excellence. Members of the Energy Services team have a direct hand in offsetting carbon emissions from traditional energy sources by ensuring that our customers' power plants are available and performing at optimal levels. Every year, power plants managed by First Solar produced over 11 terawatt hours of clean, renewable energy. This is equivalent to powering 1.2 million homes and removing 1.7 million cars from the road.

The Energy Services team looks for individuals who enjoy contributing to an innovative, forward-thinking team, are effective problem solvers, data and results driven and continuously look for ways to improve processes to help us lead the world's sustainable energy future.

The O&M Account Manager II (Customer Support) is part of the Strategic Accounts Team that promotes and advances key relationships between existing North American project owners and the First Solar Operations and Maintenance ("O&M") Management Team in Tempe, AZ.

This role focuses on the newer accounts and will optimally support a partnership that will create a mutually beneficial commercial relationship between the full O&M Organization and potential long-term channel customers. Including ever improving customer service and professional responsiveness, this position is critical in establishing a groundwork upon which repeat business can and will flourish. Maintaining the correct balance between contractual rights and responsibilities inherent in sophisticated service provider agreements and, "Customer is Always Right" mentality.

Upon execution of a new O&M Service Contract, the Account Manager II is responsible for evaluating and analyzing within the team all of the contractual parameters inherent in sophisticated O&M agreements. Support from other areas of the First Solar Organization will assist in delivering top notch customer care. This role's primary focus is split between internal and external stakeholders as the contracts are executed seamlessly between the relevant parties.

Experience:

  • 5 years of experience working in the energy/technical industry in a customer facing role
  • Experience in complex agreement and other document review, analysis, and summary necessary
  • Customer service and/or Sales background in the energy industry is preferred
  • Experience in a rapidly growing, fast paced, technology heavy, publically traded organization is preferred.
  • Industry Experience - Energy or Solar PV experience is preferred

Education:

  • Bachelor's Degree required or 5 years related work experience in lieu of degree.
  • Master's Degree preferred

Required Skills/Competencies:

  • Communication/Relationship Skills:
    • Possess strong presentation and written skills; must be able to communicate and align across multiple departmental objectives and contractual responsibilities for both internal stakeholders and external customers
    • Possess the capability for recognizing customers' needs and relaying back to team proposed ways to solve contractual complex issues
    • Be able to multi-task with high level of professionalism
    • Experienced in interactions with mid-level executives and all levels of customers
  • Leadership Skills:
    • Possess experience interacting with a variety of indirect cross-functional teams
    • Experienced in change management of complex business processes (and have ability to explain fully to external customers as needed)
    • Ability to recognize potential customer issues prior to occurrence
    • Be able to problem solve on issues both within and outside of organization and support implementation of solutions swiftly
  • Functional Skills:
    • Possess ability to analyze complex agreements and with minimal support develop a matrix of responsibilities and obligations for both customer and O&M teams
    • Skilled in following through on both internal and external driven tasks as well as reporting back to Management team on both
    • Possess confidence to interface across multiple departments within the O&M Team to both gather and push issue information as needed
    • Be able to speak language of the power industry and relate to customers and develop a strong working relationship.
  • General Business/Process Skills:
    • Demonstrated ability to develop, organize, and articulate positions clearly during internal and external meetings
    • Possess a high degree of autonomy & organizational skill sets
  • Verbal/written fluency in English required.
  • Proficient in use of all Microsoft Office Suite programs, particularly Power Point

Essential Responsibilities:

  • Initiate and later support strategic customer relationships at executive levels and decision makers
  • Advocate for customer and promoted a customer centric mindset
  • Develop innovative strategies to achieve and sustain competitive advantage
  • Support sales team to translate customer needs into products and services
  • Continually search for ways to add value and increase customer loyalty
  • Interact frequently (monthly, weekly, daily) with internal & external partners to understand needs, provide education on contractual issues, and achieve high satisfaction metrics through superior service and customer alignment
  • Analyse newly executed full service O&M agreements for responsibilities and obligations inherent in each, disseminate specific roles to respective departments within the O&M Department, track both initial and ongoing deliverables with minimal assistance
  • Make multiple site visits each year to be fully familiar with respective owner's projects
  • Interact cross-functionally with multiple departments within First Solar to gain knowledge base of relevant customer issues
  • Other duties as assigned
  • Job description subject to change at any time

Reporting Relationships:

  • This position will report to the Manager of Strategic Accounts and will not have direct reports.

Travel:

  • Some domestic travel required

US Physical Requirements:

Office Physical Requirements:

  • All positions in our office require interaction with people and technology while either standing or sitting. In order to best service our customers, internal and external, all associates must be able to communicate face-to-face and on the phone with or without reasonable accommodation. First Solar is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.

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