SolarEdge Technologies · 17 hours ago
VP of Customer Support & Services (North America)
United States
Full-time
Remote
Director/Executive
10+ years expSolarEdge Technologies is a global leader in smart energy technology, committed to making clean energy the primary power source. The Vice President of Customer Support & Services will be responsible for enhancing the post-sales customer experience across the Americas, driving customer satisfaction and service value realization.
Renewables & Environment
Responsibilities
Define and own the end-to-end post-sales service and support strategies across the Americas
Create a consistent, high-value customer experience by developing scalable service methodologies, standards, and best practices
Define and optimize the customer lifecycle and support journey with a strong metric-driven approach
Establish service level standards focused on response times, issue resolution, uptime, and NPS
Lead and scale field service and advanced technical support organizations to support a rapidly growing installed base
Ensuring field readiness, coverage models, escalation paths, and tools are optimized for performance, safety, and efficiency
Serve as the executive escalation point for complex customer and field issues
Partner with Engineering and Quality to drive root-cause analysis, reliability improvements, and design-for-serviceability
Own the resource planning, cross-company visibility, and profitability model for services and support offerings
Drive renewal rates and expand services revenue through cross-sell and up-sell in collaboration with Sales, Operations, Finance and Commercial teams
Define and evolve paid service offerings, warranties, training programs, and SLAs aligned with customer needs and market expectations
Act as a strategic business partner to Engineering, Product, Operations, Sales, and Marketing to ensure service alignment with product roadmaps and customer commitments
Provide a strong, data-driven voice of the customer to commercial and engineering leadership, influencing both near-term execution and long-term strategy
Ensure systems are in place to capture, analyze, and report service performance, customer feedback, and product trends
Build, mentor, and retain a high-performing services leadership team
Foster a customer-first, accountability-driven culture with a focus on continuous improvement and learning
Set, track, and report goals and performance metrics on a weekly, monthly, and annual basis
Qualification
Required
10–15 years of experience leading and scaling large, complex, matrixed customer support or services organizations
Demonstrated success building and operating field service and advanced technical support teams for hardware-based products
Experience owning or influencing a services P&L, including profitability, forecasting, and service revenue growth
Strong background supporting electrical, power electronics, renewable energy, or industrial hardware products
Exceptional executive presence with the ability to synthesize complex technical and business issues into clear, actionable direction
Proven ability to influence across organizational boundaries and drive change in fast-moving environments
Strong customer engagement skills with a track record of resolving complex issues and building long-term partnerships
Inclusive leadership style with a hands-on, collaborative approach
BS in Engineering or Business required
Preferred
MBA preferred
Benefits
A bonus and/or equity awards
Full range of medical, financial, and/or other benefits
Company
SolarEdge Technologies
SolarEdge is a global leader in smart energy technology.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Ahlman
Chief Marketing Officer, North America
Sihar Snir
SUPPLY CHAIN DIRECTOR
Recent News
2024-03-08
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