Careers

FranklinWH is a rapidly expanding company determined to become the leader in the global energy home storage system (ESS) industry. FranklinWH offers whole home energy solutions typically coupled with solar PV systems, bringing households into the modern all-electric future. Though founded by experts in power electronics, BMS and EMS, FranklinWH is equally focused on energy management software while also providing top level service to our partners and customers. FranklinWH is expanding its global footprint, relying on an industry leading supply chain. This is an exciting time to be at a fast-growing company in a fast-accelerating industry.

Position Overview:

The Director of Service is responsible for overseeing FranklinWH’s entire service organization, ensuring operational excellence, customer satisfaction, and team development. This role will drive service strategy, team structure, escalation management, and process improvement while working cross-functionally with leadership to align service operations with business objectives.

The Director of Service will manage all levels of the service team (T1, T2, T3, and field operations), ensuring efficient workflows, strong leadership development, and a proactive approach to customer support. This role will also own service policies, performance metrics, and the scaling of operations as FranklinWH continues its rapid growth.

Key Responsibilities:

1. Service Leadership & Team Oversight

· Own the entire service team structure, managing regional service teams, call center operations, and field engineers.

· Directly oversee the Service Manager, Service Training Program Manager, and the Service Operations Coordinator.

· Develop leadership pipelines within the service team, promoting growth and advancement.

· Ensure team alignment with business priorities, driving efficiency and performance.

2. Service Strategy & Growth

· Define and implement the long-term service vision for FranklinWH, ensuring scalability and adaptability.

· Own service KPIs, including First Contact Resolution (FCR), ticket volume, customer satisfaction, RMA rate, site visits performed, and customer feedback surveys.

· Plan and execute team growth strategies, including hiring and training initiatives for regional service expansion.

· Work cross-functionally with Product, Sales, and R&D to ensure smooth feedback loops and continuous improvement.

3. Service Operations & Customer Experience

· Maintain service escalation protocols, ensuring regional managers and high-level service leads can resolve complex customer issues efficiently.

· Own customer communication policies, ensuring transparency, professionalism, and timely resolution.

· Champion process improvements, working with internal teams to refine ticketing workflows, knowledge base documentation, and installer training.

· Partner with HR on hiring, performance reviews, and promotions to ensure a well-structured and motivated service team.

4. Technology & Innovation (Supporting Role)

· While AI integration, automation, and system reporting are managed by senior leadership, the Director of Service will provide feedback and insight into system needs.

· Collaborate with the technology team to ensure FleetView, Salesforce, and Freshdesk integrations align with service goals.

· Ensure real-time access to service performance metrics, defining necessary reporting structures for ongoing improvement.

5. Safety & Compliance

· Champion safety culture within the service team, ensuring adherence to OSHA, NEC, NFPA, and industry best practices.

· Work closely with regional service leads to implement, track, and refine safety protocols.

· Ensure field technicians are equipped with proper PPE, safety training, and compliance knowledge.

Qualifications & Skills

Required:

· 7+ years in service leadership, technical operations, or field service management.

· Proven ability to scale and structure service teams in a high-growth environment.

· Strong understanding of battery storage, solar, or renewable energy service models.

· Experience managing large teams (including remote and field-based employees).

· Ability to analyze KPIs, drive performance improvements, and implement service policies.

· Strong customer-first mindset, ensuring high-quality service delivery and satisfaction.

Preferred:

· NABCEP certification or advanced knowledge of energy storage systems.

· Experience with Salesforce, Freshdesk, FleetView, or similar service platforms.

· Prior experience working cross-functionally with product and engineering teams.

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Work Conditions & Requirements

· Hybrid or remote role with travel required for key meetings and field operations.

· Ability to manage multiple regional teams and time zones effectively.

· Comfortable working in high-pressure, fast-scaling environments.

Compensation & Career Growth

FranklinWH offers a competitive salary plus fully comprehensive benefits and a performance bonus package based on an annual objective achievement. This is a full-time position. Our generous benefits package includes:

Competitive base salary + performance bonus based on service efficiency and customer satisfaction KPIs

a 401(k) Retirement Plan.

ESOP Participation

Medical/dental/life/disability program.

PTO, and sick days.

Life insurance and long-term disability.

Generous Travel Per Diem.

Growth Path: Positioned to transition into VP of Service

FranklinWH is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.