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With the accelerating demands for data and always-on communications, the Critical Power Division of SolarEdge delivers products and solutions that power critical computers, data storage and machines in a broad range of applications, such as data centers, medical imaging, operating theaters, control centers, laboratories and production lines, all over the world.

Join us for a long-term rewarding career. Power the future with us in a creative, collaborative and friendly environment.

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Israel Customer Service Director

Job Description

With the accelerating demands for data and always-on communications, the Critical Power Division of SolarEdge delivers products and solutions that power critical computers, data storage and machines in a broad range of applications, such as data centers, medical imaging, operating theaters, control centers, laboratories and production lines, all over the world. 

We are seeking for a seasoned customer service (CS) manager to lead the Israeli customer service department. The CS director directs and oversees all aspects of the organizations’ customer service policies, objectives, and initiatives. Her/his main responsibility is the total customer experience, while delivery world-class services, and managing the service business. The CS director manages the department incl. field technicians/engineers, installers, call center, repair lab, and the service sales. She/he reports to the Division customer service VP, and is part of the customer service management team.

We are located in Modi'in. 

What you'll be doing:

  • Lead the charge of customer-centric culture and establish service as a unique selling proposition for SolarEdge
  • Build long term relationships with strategic customers and become their trusted advisor
  • Develop customer incentive and retention program to ensure customer loyalty based on service contracts
  • Collaborate with sales team to maximize Division’s revenues and customer loyalty
  • Manage the Israeli service team: Hiring, training, retention and performance 
  • Take ownership of customers issues and follow problems through to resolution:
  • Ensure all customer inquiries are handled professionally, accurately, and in timely fashion
  • Oversee and maintain call center(incl. RMA) and the field service teams’ operations 
  • Monitor business and operational process metrics to measure and improve customer service effectiveness and efficiency
  • Profit and loss management
  • Overall responsibility for the Israeli repair lab
  • Constantly increase employee satisfaction and ensure development of the service team

Requirements:

  • At least 5 years’ experience in a customer service management position - mandatory 
  • Proven track record from multi-disciplinary companies emphasis on HW / Capital equipment market / Electronic systems – mandatory 
  • Proven track record of professional client facing skills in complex situation
  • Evidence of well-developed strategic thinking and leadership skills
  • BSc in Engineering and / or practical Engineer (Electronic and Electrical Engineering- Advantage)
  • Electrician license – an advantage

Additional skills:

  • Excellent written and verbal communication (Hebrew & English), negotiation capabilities and strong listening skills
  • Able to adapt and succeed in a changing environment
  • Fast and independent learner
  • Self-motivated with the ability to follow through on multiple engagements 
  • Able to work independently across the organization and with customers
  • Team player