Melanie Harmann
Innovative Critical Thinker with Heart
Eugene,OR
Overview
7
7
years of professional experience
Work History
Service Operations Coordinator
FranklinWH Energy
Remote
09.2024 - 04.2025
- Processed RMAS/component replacements to enhance operational efficiency.
- Managed installer labor reimbursements to ensure accurate financial tracking.
- Compiled operational management data, including failure rates and service volume trends.
- Developed onboarding program for new T2 engineers and training framework for trainers.
- Provided coaching and feedback to T1 call center management based on performance metrics.
- Assisted in building digital storefront for spare parts and labor charges, improving accounting processes.
- Created SOPs and organized knowledge base structure, facilitating team delegation and project management.
Techncial Service Engineer
FranklinWH Energy
Hybrid, AZ
03.2024 - 09.2024
- Performed on-site component replacements and conducted basic ESS troubleshooting.
- Managed 20 to 40 Tier 2 Technical Service cases simultaneously in South West Region.
- Provided feedback and training for installers to enhance service quality.
- Communicated issues to Tier 3 and participated in beta product improvement discussions.
- Conducted basic technical product field research and development initiatives.
- Collaborated with regional sales and product teams to improve installer and customer experiences.
Senior Battery Support Specialist
Omnidian
Remote, AZ
09.2023 - 03.2024
- Generated remote trainings for Battery Team on workmanship quality assurance, troubleshooting, and new processes.
- Conducted three to five weekly watercooler sessions to foster team engagement.
- Led Battery Support Sync meetings every Friday to align team efforts.
- Drove OKR goals towards resolution by coordinating cross-functional initiatives.
- Collaborated with Resi Battery Product group to ensure alignment between company objectives and Battery Support.
- Maintained and updated Battery Support Knowledge Base library with new articles as required.
- Managed EQ workflow creation and upkeep for Battery Product requirements.
- Facilitated Salesforce process transition to ensure continued metric reporting.
Technical Support Specialist
Omnidian
Remote, Arizona
05.2022 - 09.2023
- Executed remote troubleshooting and customer service for Enphase, SolarEdge, Kaco, SMA, Fronius, ABB, and Solar Thermal Systems.
- Developed and reviewed Standard Operating Procedures with flowcharts to enhance clarity.
- Collaborated across departments to drive general process improvements.
- Organized group events as Local Captain to foster employee engagement.
- Mentored Year Up interns during initial six weeks of training to ensure successful onboarding.
- Contributed to Knowledge Management System by creating and updating SOPs to streamline processes.
- Coordinated DEI programming by organizing multiple virtual discussions and events supporting diversity goals.
- Facilitated team culture building through Strengthsfinder sessions and various team-building activities.
Field Service Department Supervisor
Suntria
Phoenix, Arizona
06.2021 - 05.2022
- Oversaw four field technicians servicing Enphase, SolarEdge, and LG Chem products.
- Transitioned department to Microsoft Dynamics 365 Field Service within six months for enhanced data management.
- Managed team schedules, timecards, training, and performance, resulting in new licensing for one technician.
- Resolved escalations related to calls, compensation requests, and production concerns effectively.
- De-escalated homeowner concerns while managing billing, collections, invoicing, and service appointment quotations.
- Established bi-monthly KPI reporting, including issue type breakdowns and true cost accounting methods.
- Conducted technical reviews and implemented new products such as EV chargers and smart thermostats.
- Restructured service contracts to improve margins, terminating agreement with SunRun and favoring Enphase installations.
Service Coordinator
Arizona Solar Concepts
Tempe, Arizona
02.2018 - 06.2021
- Scheduled service and troubleshooting calls with customers to resolve issues efficiently.
- Managed customer updates and follow-ups for feedback and reviews.
- Coordinated installation activities with construction manager to ensure timely execution.
- Processed invoicing, tracked payments, and collected dues from customers and vendors.
- Maintained service board for approximately 50 customers within CRM and SunPower records.
- Resolved customer service issues or escalated as necessary to ensure satisfaction.
- Managed removal and reinstall contracts, including scheduling and contractor communication.
- Supported field technicians through paperwork preparation and remote troubleshooting assistance.
Education
Bachelor of Science - Environmental Studies
Naropa University
Boulder, Colorado01-2016
Skills
- Team building
- Technical troubleshooting
- Escalation management
- Energy storage system support
- Certified in Enphase, SolarEdge, LG Chem, FranklinWH
- Residential battery product design
- AC and DC solar system support
- Roof leak management
- Project management with ClickUp and Asana
- Microsoft Office and Google Suite proficiency
- FreshDesk, ZenDesk, Salesforce expertise
- CRM and field service software configuration
- ERP design for field service teams
- Vendor coordination for contractors and utilities
- Customer service and escalation handling
- Data analysis and trend reporting
- SOP creation with workflow automation
- Solar and storage asset management
References
References available upon request.
Timeline
Service Operations Coordinator
FranklinWH Energy
09.2024 - 04.2025
Techncial Service Engineer
FranklinWH Energy
03.2024 - 09.2024
Senior Battery Support Specialist
Omnidian
09.2023 - 03.2024
Technical Support Specialist
Omnidian
05.2022 - 09.2023
Field Service Department Supervisor
Suntria
06.2021 - 05.2022
Service Coordinator
Arizona Solar Concepts
02.2018 - 06.2021
Bachelor of Science - Environmental Studies
Naropa University