This company started out well when it was just the commercial O&M servicer that split off from SunPower, but quickly went downhill with the acquisition of SST Construction - both through the implementation of their failed culture and the management that created it.
Reading the writing in the wall, all of the good leaders left or were pushed out, which left behind a vacuum both of knowledge and skill that was never replaced.
Instead management continues to add workloads to their already overtaxed admin staff until they can’t keep up with their workload, fueling the dissatisfaction of their customers and hemorrhaging money in liquid damages and unfulfilled performance guarantees.
NSPS claims to have a culture that prioritizes excellence, but they refuse to hold technicians accountable for shoddy performance and are unable to provide on the job training to the residential techs that they put into commercial positions because they’re already unable to meet their contractural obligations to response times.
They continue to change their standards, reporting applications, and requirements of field personnel, so by the time we finally figured out how to implement their last change, they either walked it back, changed it entirely, or added something else, all while promising “it’s going to be better with the next upgrade” that either never comes or doesn’t work when it ships, and is shipped without adequate training to use and techs are called out for not meeting the new-new-old-new standard.
Novasource claims to hold safety as it’s highest priority, but after years still isn’t even able to provide hot gloves to their technicians. Instead they pressure managers to get techs to call out random safety issues on a site and interrupt a work day to hold mandatory “safety walk and talk” phone calls, just so they can tout numbers about how many reports they’ve gotten or meetings they’ve had to LOOK good on paper.
The focus is solely on quantity instead of quality, leading to several truck rolls to reset a breaker instead of creating margin (or training) to perform a root cause analysis and correct the issue the first time.
The culture is compromised and this company is a sinking ship. Everyone is afraid of getting fired or laid off at any time, and is overworked to the point of being unable to complete their primary functions, let alone their increased work load.
