At SolarEdge, we empower professionals to drive the future of clean energy.
We're a global leader in smart energy technology, boasting over 5000 employees, offices in 34 countries, and millions of products installed worldwide.
Our diverse product range includes solar inverters, battery storage, backup systems, EV charging solutions, and comprehensive home energy management ecosystems.
We leverage world-class engineering expertise and a relentless focus on innovation to create a world where sunlight is the primary source of power for our homes, businesses, and communities.
Key Responsibilities:
1. Develop a high-performing service team to boost customer satisfaction and loyalty, solidifying Service as a unique value proposition for SolarEdge.
2. Lead sales administration, logistics, and local 3PL warehouse teams, striving for continuous cost reduction, increased efficiency, and improved processes.
3. Establish and continually enhance regional service infrastructure, including local support centers, field service teams, and administrative tasks.
4. Oversee call center (various tiers), field engineers, and customer care managers, planning and reporting their activities.
5. Evaluate success through key company service metrics such as call waiting time, abandon rate, SLA, response, and resolution times, leading weekly service reviews with improvement plans.
6. Direct local service team operations, including regular meetings, reporting, and bi-annual performance evaluations.
7. Ensure maximum customer satisfaction by prioritizing issue resolution, engaging in open dialogue when required, and collaborating with HQ technical leaders to accelerate solutions.
8. Manage RMA process locally.
9. Act as main service technical point of contact for customer escalations or needs, involving frequent meetings and service reviews.
10. Deliver exceptional customer care for key accounts.
11. Select, manage, and reassess local service partners.
12. Implement effective, cost-efficient post-sale services tailored to local market expectations, from early design phase to RMA and logistics procedures, aligning with company guidelines and best practices.