Technical Support Manager
At Baker Home Energy we thrive off truly living our values - Do the Right Thing, Exemplify Our Reputation, Win Together, and Embrace Change and Growth.
We’ve been helping Southern Californians power their homes and live more comfortably since 1938. Today, we provide comprehensive home energy solutions including solar and battery, heating and cooling, roofing, electrical, plumbing and other essential home services. Our continued success is built on the experience and dedication of our people and a shared commitment to quality, service, and doing the job right. We’re looking for talented people who want to grow their careers while helping us deliver the trusted service Baker customers have relied on for generations.
About The Position
The Technical Support Manager leads Baker Home Energy’s residential solar and battery Technical Support function, translating strategy into disciplined operations, capable teams, and consistent homeowner outcomes. This is an onsite role that requires strong knowledge of residential solar PV and battery systems, monitoring, remote diagnostics, electrical interfaces, OEM and warranty processes, service pricing, escalations, and field-service coordination. The Manager is accountable for technical quality, case progression, homeowner communication, warranty interpretation and recovery, responsible Repair | Optimize | Expand recommendations, and continuous improvement.
Essential Duties And Responsibilities
Technical Operations & Case Management
- Translate approved strategy into SOPs, workflows, staffing plans, training, service standards, escalation paths, and measurable team objectives; monitor execution and correct performance gaps.
- Own case-management standards for intake, prioritization, technical assessment, responsibility determination, documentation, homeowner contact, aging, field handoff, and closure; monitor workload, repeat contacts, unresolved cases, and service quality.
- Serve as the management escalation point for complex solar, battery, electrical, monitoring, operational, pricing, warranty, and sensitive homeowner matters; identify recurring issues and ensure root causes are addressed.
Team Leadership & Technical Capability
- Lead, coach, develop, and hold accountable the Technical Support Supervisor and assigned team; provide staffing recommendations, onboarding, performance management, professional development, and appropriate personnel actions.
- Build and maintain team competency in residential solar PV, battery storage, inverters, gateways, communications, monitoring, remote troubleshooting, OEM and warranty processes, case management, pricing, homeowner communication, and escalation protocols.
- Assess technical and process com...
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