About the role
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.
