Director, Customer Service

Overview

Lead customer service, technical support, and field application for solar products.

Key Responsibilities

• troubleshooting
• ticket management
• customer support
• process improvement
• escalation management
• technical documentation

Tasks

-Identify customer relationship and business barriers and escalate to management, as well as other organizations, including sales, marketing, and legal. -Conduct on-line troubleshooting as needed, either independently or in collaboration with service vendors, and including inverters, batteries and smart PV modules. -Manage customer service specialists, administrators and engineers to resolve customer issues and complains. -Note customer call trends and help develop & document solutions. -Answer inbound calls, tickets and emails from customers in a prompt and professional manner. Document all information electronically into a ticket management software tool. -Identify technical barriers and escalate to management, as well as engineering teams in products, technologies, and applications. -Take assignments with a sense of urgency; deliver solutions and results in a timely manner -Take ownership of customer satisfaction topics and generate results in a timely manner. -Troubleshoot customer questions regarding the Qcells line of inverters, battery storage, smart modules, and other residential solar products. -Identifying, recommending, and implementing innovative process improvements for the most effective and optimal customer support

Requirements

• electrical eng
• mechanical eng
• bachelor’s
• 10+ yrs
• problem solving
• customer service

What You Bring

-Experience working with cross-functional teams and individuals of diverse backgrounds -Good business acumen; strong understanding of technical issues, customer service, and business relationships -Bachelor’s degree on electrical engineering, mechanical engineering or any equivalent engineering degree or equivalent business administration. -Excellent communication skills with customers, management, and internal teams -Must be authorized to work in the US -Associate Degree, Technical Degree or Equivalent professional training -Work experience related to electrical engineering, customer service for 10+ years. -Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic -Strong professional integrity and sense of ownership -Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high pressure tech industry

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Benefits

-This target salary range is for CA positions only and should not be interpreted as an offer of compensation. -Flexible team-player with a strong attention-to-detail, pro-active sense of initiative, and responsible working attitude

About Qcells North America

-Pioneers solar and storage innovation from U.S. factories, born in South Korea and on a mission in North America. -Projects range from utility-scale EPC builds to residential panel installations and energy-storage systems. -As a leader in solar tech, it pilots cutting-edge manufacturing techniques to reduce costs and improve efficiency. -Blends global R&D roots in Germany and Korea with bold U.S. industrial expansion and market leadership.

Sector Specialisms