Director, Customer Service

Q-Cells North America • Teaneck, NJ

272d

About The Position

As a Director, Customer Service at Hanwha Q CELLS America, you will play an instrumental role in the growth of our business, particularly in the customer service, technical support, field application and customer satisfaction areas. The successful candidate will be a key contributor on these topics and responsible - with support from specialists in products, engineering, technology, sales, marketing, and legal - for providing satisfying solutions to customers. This position reports to the Head of Customer Support and Engineering or another management personnel that the President of the Company may designate. This position is based in the Santa Clara Bay Area and working hours are Monday through Friday, from 8:00am to 5:00pm or 9:00am to 6:00pm local time. Overtime and weekend working hours will be required as needed. This position is expected to travel up to 30% for field troubleshooting or customer service.

Requirements

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

Responsibilities

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Utilities
• Education Level: Bachelor's degree