Full-Time Service Engineer

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 headquartered in the US and began our Australia team in 2022, with exciting growth since then.

The Job As a Service Engineer at Omnidian, you’ll have a significant role in shaping the future of our operations. You’ll use your engineering expertise, critical thinking, and leadership skills to identify and resolve technical challenges, mentor teammates, and drive impactful process improvements. This isn’t a role for someone who wants to follow a script—you’ll apply your judgment, problem-solving capabilities, and passion for renewable energy to make a difference. In addition to diagnosing and resolving solar system performance issues, you’ll help build scalable processes, support continuous improvement initiatives, and play a key role in training and mentoring team members.

What You'll Do At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:

1. Customer and Service Leadership (50%)
   • 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.
2. System Monitoring and Technical Expertise (40%)
   • 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.
3. Driving Innovation and Process Improvement (10%)
   • 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.

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