Effectively manage and coordinate post-sale service & support requirements throughout the APAC region. This will include working with SolarEdge HQ, regional SolarEdge teams as well as regional partners, distributors and customers.
The region includes China, Taiwan, Thailand, Philippines, Malaysia, Singapore, and Vietnam. Other territories will be added as business develops in other countries.
The role will report to the General Manager of China & South East Asia and will likely be based in Shanghai although other locations will be considered for the right candidate. There will be functional ‘dotted line’ accountability to VP of Rest of World Service.
What will you be doing?
For regional service & support SolarEdge has an existing network of partners and local SolarEdge employees. This role will manage and coordinate these resources to ensure our customers are receiving the desired level of service and support. The roles and responsibilities include the following:
- Build, lead and develop a high-performance regional Service team to increase customer satisfaction and loyalty and establish Service as a unique selling proposition for SolarEdge.
- Define and constantly improve the regional service infrastructure including local support centers, Field Service teams and service-related administrative tasks including local Logistics
- Execute the local annual Service workplan 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 customers escalations or needs including frequent meetings and service reviews.
- Manage multiple teams of call center (various Tiers), field engineers and customer care managers, 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
- Master or Bachelor degree in electrical engineering or equivalent in depth technical expertise.
- Minimum of 7-10 years working experience working as a Service Manager/Director in an international Service & Support organization
- Relevant experience in the PV sector would be an advantage.
- Call center, technical support and project management skills
- Proven track record in Service operations, process- and productivity improvements.
- Customer focused
- 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
- Technically proficient
- Critical thinker
- Able to work independently across the organization and with customers
- Able to motivate
- Fluent English, excellent written and verbal communication skills, other languages an advantage
Please send your CV in English to luciana.coin@solaredge.com