Job Description

Customer Operations Coordinator

Position Summary:

The Customer Operations Coordinator serves as a customer-facing operational partner, helping NovaSource translate customer expectations into coordinated action across its solar PV and battery energy storage portfolios. The role builds trusted working relationships, provides clear visibility into operational issues, and ensures customer commitments receive timely attention and follow-through.

Each Coordinator supports an assigned portfolio of strategic customers and partners closely with Commercial, Regional Directors, Area Managers, Performance Engineering, Warranty, and Planning. The role facilitates communication and issue resolution across functions while technical decisions, field execution, and commercial ownership remain with the accountable teams.

Key Responsibilities:

Customer Relationship & Operational Engagement

• Serve as a consistent day-to-day operational coordination contact for assigned strategic customers, alongside Commercial and regional Operations leadership.
• Build strong working relationships with customer stakeholders; understand their priorities, service expectations, and emerging concerns.
• Participate actively in recurring customer operations meetings, business reviews, and QBRs; present assigned updates and facilitate productive discussions.
• Coordinate timely, accurate responses to customer questions by engaging the appropriate technical and operational owners.
• Proactively communicate material status changes, upcoming milestones, and issues requiring customer attention.

Customer Commitments & Cross-Functional Issue Resolution

• Maintain customer-specific action registers with clear owners, deadlines, status updates, and closure criteria.
• Drive follow-through on operational commitments by coordinating across Field Operations, Performance Engineering, Planning, Warranty, and Commercial.
• Identify stalled issues, conflicting priorities, or missing information and escalate through established leadership channels.
• Coordinate customer-facing recovery plans and progress updates for unresolved service delivery concerns, without assuming technical decision authority.
• Ensure commitments made during customer meetings and QBRs are documented, assigned, monitored, and closed.

Warranty, Reliability & Recurring Issue Coordination

• Provide customer-facing visibility into significant warranty cases, OEM responses, parts ETAs, and expected restoration milestones.
• Identify recurring equipment failures and repeated service issues across assigned customer portfolios; coordinate timely technical review and escalation.
• Work with Warranty, Engineering, and field teams to communicate issue ownership, next steps, and realistic status updates.
• Track aging or high-impact equipment issues and ensure customers receive consistent updates through resolution.
• Surface recurring customer concerns and reliability trends to Operations Support leadership for broader action.

Operational Reporting & Continuous Improvement

• Prepare customer operational scorecards, meeting materials, QBR updates, and concise summaries of open risks and commitments.
• Use available operational data to identify service trends, repeat issues, and opportunities to improve customer experience.
• Support targeted follow-up on material work-order, outage reporting, or documentation exceptions when they affect customer commitments; partner with process owners and digital tools rather than duplicating routine quality checks.

Qualifications:

• Associate degree in business, operations, engineering technology, or a related discipline, or equivalent relevant experience.
• Three or more years of experience in customer-facing operations, technical account coordination, field service, maintenance operations, or related environments.
• Experience coordinating customer issues across technical and operational teams; proficiency with Microsoft Excel, PowerPoint, and Microsoft 365.
• Ability to organize complex information, manage competing deadlines, and coordinate across teams without direct supervisory authority.
• Strong written and verbal communication skills, including confidence in customer-facing operational discussions.
• Preferred: experience in renewable energy, power generation, or technical field services; familiarity with CMMS platforms, warranty coordination, operational scorecards, and customer business reviews.

Measures of Success:

• Customer feedback and responsiveness across assigned operational portfolios.
• On-time completion and effective escalation of customer commitments and action items.
• Timeliness and clarity of updates on significant warranty, equipment reliability, and service delivery issues.
• Quality and readiness of customer meetings, operational scorecards, and QBR materials.
• Reduction in recurring customer escalations and improved cross-functional issue resolution.

Reporting Relationships:

Reports directly to the Vice President, Operations Support. Partners with Commercial and customer stakeholders, Regional Directors, Area Managers, Performance Engineering, Warranty/ASP, Planning, and other support teams. The role does not own contractual negotiations, technical validation, or field execution.

Travel:

Occasional travel may be required for customer meetings, operational reviews, and site visits.