Service Engineer

Summary

Join Omnidian, a fast-growing tech-enabled service company, as a Service Engineer and play a significant role in shaping the future of our operations. You will utilize your engineering expertise to identify and resolve technical challenges, mentor teammates, and drive process improvements. This role demands judgment, problem-solving, and a passion for renewable energy. Responsibilities include customer and service leadership, system monitoring and technical expertise, and driving innovation and process improvement. Location is flexible within Australia, with a preference for Western or Eastern Australia. Omnidian offers a competitive salary, performance bonuses, equity stakes, and opportunities for professional development.

Requirements

• Possess a Bachelor’s degree in Engineering (Electrical, Mechanical, or related discipline preferred)
• Have 2+ years of experience in solar or renewable energy
• Demonstrate foundational engineering knowledge of residential solar and battery systems, including their design and operation
• Possess professional working proficiency in English
• Be proficient with G Suite or Microsoft Office

Responsibilities

• Build trust with customers by delivering clear, empathetic communication over phone and email
• Provide mentorship and guidance to teammates to elevate the team’s technical and service capabilities
• Take ownership of service tickets in HubSpot and Airtable, ensuring accurate, timely resolutions
• Collaborate with field service partners to meet resolution timelines and maintain exceptional service standards
• Approve payments to field service partners, manage warranty claims, and oversee system owner payments with accountability
• Monitor solar systems, triaging alerts, diagnosing complex performance issues, and recommending creative, effective solutions
• Serve as a subject matter expert (SME) on one or more solar products, providing advanced technical guidance to customers and technicians
• Drive resolution of escalated issues through remote technical support, working with field technicians during site visits
• Apply engineering expertise to analyze recurring system issues and propose long-term, data-driven solutions
• Lead efforts to refine and implement scalable Standard Operating Procedures to improve efficiency and scalability
• Partner with internal and external stakeholders to identify opportunities for innovation, workflow optimization, and operational excellence
• Contribute to the creation of new training materials and documentation to support team growth and knowledge-sharing
• Champion a culture of continuous improvement by proposing and implementing impactful changes to how we work

Preferred Qualifications

• Have 5+ years of solar experience, ideally in system design or post-installation O&M
• Have 4+ years of customer service experience
• Have 2+ years of IT or troubleshooting experience
• Possess expertise in two or more solar products
• Have familiarity with CRM tools like HubSpot or Airtable
• Demonstrate a proven ability to assist in automating processes, thrive in fast-paced environments, or help build new teams

Benefits

• Opportunities to work remotely, with 20 days of paid time off annually (accrued) and 10 days of sick leave annually (accrued)
• Competitive salary, performance bonuses, and equity stakes
• A collaborative environment with mentorship and opportunities for career advancement
• Affinity groups, supportive policies, and a commitment to diversity, equity, and inclusion
• Up to $500 annual learning reimbursement