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Service Manager

SolarEdge is a top global leader, manufacturing smart energy solutions. The company's broad range of products encompasses intelligent inverter and storage systems, revolutionary EV charger, and by doing that, we are changing the way electricity is being produced.
 

What you will be doing:

  • Build, lead and develop a high-performance Taiwan Service team to increase customer satisfaction and loyalty and establish Service as a unique selling point for SolarEdge.
  • Support constant improvements in the regional service infrastructure including local support centers, Field Service teams, and service-related administrative tasks including local Logistics
  • Develop and execute the Service support plan ensuring KPIs and cost targets are met.
  • Lead the technical interface and communication with local customers and act as the main service technical focal point for customer escalations or needs- including frequent meetings and service reviews.
  • Manage multiple teams of the call center (various Tiers), field engineers, and customer care specialists, including planning and reporting on their activities.
  • Measured on main company service KPIs such as call waiting time, abandon rate, SLA, response and resolution time for cases, and more and lead weekly service reviews with improvement plans.
  • Lead with key accounts customer care programs of frequent reviews of service open issues for increasing customer satisfaction level per the company target.
  • Management of the local RMA process.
  • Select, manage and reevaluate local Service Partners.
  • Lead the local Service Team incl. periodic team meetings, reporting, and bi-annual performance management activities.

     

Requirements:

  • Bachelors or Masters degree in electrical engineering or equivalent
  • Relevant experience in the Energy/Solar market in Taiwan- strongly preferred 
  • 5-10 years working experience in an international Service & Support organization
  • Minimum of 2 years management and leaderships experience in Service & Support.
  • Minimum of 2 years experience in project/program management, preferably in the PV sector
  • Proven track record in Service operations, both process and productivity improvements. 



Additional Skills:

  • Customer focused
  • Organized, attentive to details & look at big picture
  • Strong interpersonal/communication skills, team player
  • Adaptability to changing tasks and working environments
  • Fast and independent learner
  • Self-motivated with the ability to follow through on multiple engagements 
  • Technical know-how
  • Critical thinker
  • Able to work independently across the organization and with customers
  • Able to motivate 
  • Fluent English, excellent written and verbal communication skills
  • Management of the local RMA process.
  • Management of the local Field Service activities, their planning and reporting.
  • Select, manage and reevaluate local Service Partners.
  • Lead the local Service Team incl. periodic team meetings, reporting and bi-annual performance management activities.
  • Constantly enhance operational excellence towards SEDG`s customers.
  • Constantly increase employee satisfaction and ensure development of the local Service 



Please send your updated CV in English to solaredge.25.725@applynow.io