Service Manager
7 days ago
**Power the Future with us**
SolarEdge (NASDAQ: SEDG), is a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries.
Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.
By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive.
**What you will be doing**:
- Build, lead and develop a high-performance Regional 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 the region
- 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
**SolarEdge recognizes its talented and diverse workforce as a key competitive advantage. Our business success is a reflection of the quality and skill of our people. SolarEdge is committed to seeking out and retaining the finest human talent to ensure top business growth and performance.**
Country:
Thailand
City:
Bangkok
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