Why I Work at GameChange Solar: Because the Best Service Experience Matters Most

Do you find yourself always returning to the same place, restaurant, store, or vacation destination? It’s because the experience is always top-notch, consistent and memorable. 

As the VP of Customer Fulfillment, I strive to make sure GameChange Solar customers receive the best experience in service. 

My role centers on the pre-contract phase. I work closely with customers during the early stages of a project to ensure requirements are clearly understood and realistically achievable. That means coordinating across every GameChange team member in engineering, finance, operations, field services, and logistics to ensure we're fully aligned to meet our customers' expectations.

The team serves as the customers’ safety net to ensure the schedule remains intact even if an emerging situation arises. When a project is completed, we support the customer project closeout which typically includes O&M training, remote services, and warranty inquiries. GameChange is here for our customers from beginning to end, and after. 

Client feedback is essential and at GameChange, our engagement with clients is part of a comprehensive feedback loop. Many clients wished for a project-wide solution that would provide delivery transparency —a single point of truth for all production and material coordination. So we built it.

Our Production Delivery System (PDS) is one of the industry's most comprehensive material delivery tracking systems. PDS provides real-time visibility into parts deliveries ensuring everyone stays informed and connected by providing real-time tracking, aligned with the customer's construction sequence and what to expect should  something unexpectedly change on site with unpredictable weather, shifting deadlines, and boots-on-the-ground realities.

If a site has flooded and there is no truck access, our Project Manager will rework delivery schedules, adjust sequences, and do what it takes to keep things moving and projects on track. This greater visibility and information sharing in PDS of material deliveries optimizes unloading and staging at the site to match installation re-sequencing and productive resource management.

GameChange’s practical product improvements reduce installation time with pre-assembled components combined with field team installation training and best practices. Customers notice the team’s responsiveness and knowledgeable experience, and that kind of invaluable service builds trust and partnerships.

Another touchpoint we’ve found incredibly valuable is our annual Solar Connections event in NYC. It’s become a premier forum for solar industry leaders across disciplines with the purpose of connecting developers, owners, financers, asset managers, equipment manufacturers, EPC companies, utility professionals, and other industry experts to talk candidly about challenges, solutions, and what’s ahead.

We continually strive for excellence in service and execution. What are additional ways to reduce install times, simplify deliveries, and ensure seamless real-time communication? For me, customer fulfillment is about the ENTIRE customer experience. No matter where you are and what you do, the best interaction in a service environment is what brings you back. If it matters to the customer, it matters to us.

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Pam Ramirez is Vice President of Customer Fulfillment at GameChange Solar, with over three decades of experience, including leadership positions at specialty retailers Gap Inc. and AEO Inc.