Director of Solution Engineering – Professional Services
Blink Ops
Director of Field Service Operations
SMA America
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $104,000 - $134,000 per year
Job Level
Lead
About the role
- Responsible for managing and directing the service activities of the assigned customer-facing service department.
- Create and execute department-level field related service operations and help develop the overall U.S. and Canada Field Service Strategy.
- Position SMA as the service leader in the industry and lead the organization to best-in-class customer satisfaction and service operations performance.
- Promote and set safety standards in all customer service operations and ensure workforce compliance with SMA Safety Standards and Procedures.
- Set department-level strategies/priorities and assist with development, planning and implementation of service operations strategy for the Americas, accountable for financial, customer, operations, employee, and innovation targets and objectives.
- Motivate, manage and coach Field Service Operations, including back-office support, Field Service Key Accounts and MVT teams.
- Identify and lead continuous customer satisfaction performance improvement; set and meet Customer Satisfaction targets and implement action plans.
- Define and actively monitor key performance indicators (KPIs) of the department service operations performance and drive continuous improvement.
- Lead and manage customer escalations to satisfactory resolution and lead cross-functional teams to resolve complex issues and escalations.
- Identify and lead business innovation initiatives to maintain service leadership in the PV and Battery Storage industry.
- Take an active role in the employee review and development process and ensure high-quality reviews and development for all employees.
- Interface with Germany headquarters, other SMA organizations, and external suppliers/partners/customers to address customer service issues and optimize service operations within North America.
- Participate in the annual budgeting process for the department and manage the actual monthly budget spend to plan.
- Perform other duties as may be required or assigned.
Requirements
- Education: A bachelor’s degree in technical field is required.
- At least four years of experience in a management role, preferably managing service operations or customer service are required.
- Call center and/or field service management experience is preferred.
- At least seven years of experience in other service roles are preferred.
- Familiarity with photovoltaic systems and Battery storage power inverters is preferred.
- Solid knowledge of managing a field service organization is required.
- Strong leadership, management and organizational development skills are required.
- Ability to communicate effectively with customer senior/executive management in high-stress situations is required.
- Strong analytical and data-driven management skills are required.
- Proficiency in the English language, both written and verbal, is required. German and/or Spanish language skills are a plus.
- Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required.
- Attention to detail and a high level of accuracy are required.
- Ability to engage and motivate employees.
- Ability to analyze and solve problems effectively.
- Ability to work well independently and as a member of a regional/global team is required.
- Ability to manage and prioritize multiple projects/tasks.
- Ability to work flexible hours as early morning, evening or weekend work may be required.
- A valid driver’s license and an acceptable driving record are required.
- This position may require periodic domestic and international travel.