Role Description The Area Service Manager (ASM) is responsible for service performance across a portfolio of Battery Energy Storage System (BESS) sites within an assigned region. This role owns the delivery of contractual KPIs, including system availability, safety, reliability, and service execution quality, while optimizing resources across sites. The ASM provides leadership to multiple site-based service teams (technicians, engineers, and site leads) and serves as the primary accountability owner for regional service performance, escalation management, and customer satisfaction. This role operates at a portfolio level, ensuring consistent execution standards, proactive issue resolution, and continuous improvement across all assigned sites. Key Responsibilities - Portfolio Performance Ownership - Own and deliver area-level service KPIs, including contractual availability, preventative maintenance (PM) compliance, response time / MTTR, safety performance, and service execution quality and cost efficiency. - Monitor performance across all assigned sites and identify risks, trends, and underperformance proactively. - Develop and drive recovery plans for underperforming sites, including escalation management. - Resource Optimization & Workforce Management - Lead and manage multiple site-based teams, including technicians, engineers, and site leads. - Optimize labor allocation and workload distribution across sites based on priorities and system criticality. - Ensure appropriate staffing, training, and readiness to meet service demands and contractual obligations. - Drive technician productivity, performance management, and capability development. - Operational Execution & Standardization - Ensure consistent execution of service standards, procedures, and best practices across all sites. - Oversee and enforce compliance with preventative and corrective maintenance programs, OEM guidelines and service procedures, and regulatory and safety requirements. - Standardize workflows and implement continuous improvement initiatives across the portfolio. - Customer & Stakeholder Management - Act as the primary service leader for customer relationships at the area level. - Lead performance reviews, operational updates, and escalation discussions with customers. - Coordinate with internal stakeholders (Engineering, Warranty, Commercial, Project Management) to resolve issues. - Manage vendor performance and service delivery, including escalation as needed. - Contract & Commercial Alignment - Ensure compliance with contractual service obligations and warranty requirements. - Partner with commercial and contract teams to manage performance risks (e.g., availability exposure, LDs), scope changes, and service issues. - Provide input into cost management, forecasting, and service delivery planning. - Risk Management & Escalation Leadership - Identify and manage operational, technical, and commercial risks across sites. - Lead major issue resolution and escalations, coordinating cross-functional teams. - Ensure timely communication of critical issues and recovery actions. - Continuous Improvement & Feedback Loop - Drive lessons learned and field feedback into engineering, product, and service design. - Identify and implement design-for-serviceability and operational efficiency improvements. - Leverage monitoring and analytics tools to support data-driven decision-making. Qualifications - Proven experience managing multi-site or regional service operations, preferably in BESS or renewable energy. - Strong leadership capability managing distributed technical teams. - Demonstrated experience owning and delivering operational KPIs (availability, safety, reliability). - Strong customer management and escalation handling experience. - Solid technical foundation in electrical and mechanical systems. - Troubleshooting complex system issues (hardware/software). - Ability to prioritize, make decisions, and manage tradeoffs across multiple sites. - Strong communication and cross-functional collaboration skills. Desired - Experience with energy storage systems, power conversion systems, or utility-scale power assets. - Knowledge of grid systems (generation, transmission, distribution). - Understanding of communications protocols (CAN, Modbus, TCP/IP, DNP3). - Experience with data-driven service management and monitoring platforms. - Certifications such as PMP, OSHA 30, NFPA 70E. - Experience with CRM systems. Education and Experience - Bachelor’s degree in Electrical, Mechanical, Power, or Energy Engineering (or equivalent experience). - 5+ years managing technical teams. - 5–8+ years in renewable energy, power systems, or BESS operations. - Experience managing multiple sites or geographically distributed teams preferred. - Willingness to travel as required to support regional operations. Up to 30% Travel. Key Success Metrics (First-Level Expectations) - Area-level contractual availability performance. - Reduction in unplanned downtime and MTTR. - High PM compliance across all sites. - Strong safety performance and culture adherence. - Improved technician utilization and productivity. - Positive customer satisfaction and reduced escalations.