Escalations Specialist

About Omnidian

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are a certified B Corp, headquartered in Seattle, WA

The Job

• Escalation Management & Prioritization: Triage, prioritize, and actively drive high-urgency residential service escalations across the Field Service Partner (FSP) network to resolve performance issues and adhere to operational SLAs. (including but not limited to managing the R&R process)
• Cross-Functional Collaboration & Communication: Serve as the central operational bridge between Field Service Partners, Team Love (Customer Service), and internal Partner Account Managers (PAMs). Deliver concise field updates to customer service while partnering directly with PAMs to highlight systemic FSP performance trends or chronic operational bottlenecks.
• Scope of Work (SOW) Auditing: Review and validate FSP scopes of work, site reports, and historical case data in Salesforce to verify technical accuracy, confirm appropriate issue categorization, and ensure compliance with quality standards.
• Workload & Service Coordination: Coordinate active field service work orders, resolve operational friction points with FSPs, and collaborate with Field Service Coordinators to maintain efficient dispatch-to-resolution timelines.
• Case History & Resolution Tracking: Document detailed escalation progress, root causes, and resolution paths within Salesforce to provide full visibility for PAMs and leadership, preventing recurring service friction.
  
  

• Residential Solar Expertise: Direct experience in residential solar operations with a strong technical understanding of PV system architecture, common failure modes, and standardized scopes of work.
• Cross-Functional Stakeholder Management: Proven ability to communicate with clarity, empathy, and technical precision across customer-facing teams (Team Love), partner relationship managers (PAMs), and external field vendors.
• Platform & Tools Proficiency: Hands-on experience navigating Salesforce CRM to review case work order histories, alongside working knowledge of solar monitoring portals (e.g., SolarEdge, Enphase).
• Escalation & Priority Management: Demonstrated capability to manage competing priorities in a fast-paced environment, exercise analytical problem-solving, and drive swift, resolution-focused outcomes.

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples, or this Omnidian Career Experience overview on YouTube.
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process; Alums, email us after you apply.
• We’re a fast-growing growth company, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s going to be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply. 

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer.  We are committed to diversity in the workplace.  We make employment decisions on the basis of merit and business need.  We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.