Director, Customer Service

Director, Customer Service Join to apply for the Director, Customer Service role at Qcells North America Location: Santa Clara Bay Area (California) Company: Hanwha Q CELLS America Inc. (HQCA), a leading manufacturer and provider of solar photovoltaic (PV) products and solutions. Base Pay Range $160,000.00 per year $220,000.00 per year Job Description 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. You will be a key contributor on these topics, 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 designated by the President. Our working hours are Monday through Friday, either 8:00?a.m. to 5:00?p.m. or 9:00?a.m. to 6:00?p.m. local time. Overtime and weekend work will be required as needed. We expect up to 30% travel for field troubleshooting or customer service. Responsibilities Manage customer service specialists, administrators, and engineers to resolve customer issues and complaints. Identify, recommend, and implement 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 online troubleshooting as needed, either independently or in collaboration with service vendors, covering inverters, batteries, and smart PV modules. Note customer call trends and help develop and document solutions. Identify technical barriers and elevate to management and engineering teams in products, technologies, and applications. Identify customer relationship and business barriers and elevate to management and other organizations, including sales, marketing, and legal. Required Qualifications Associate Degree, Technical Degree, or equivalent professional training. Bachelors degree in electrical engineering, mechanical engineering, or any equivalent engineering degree or business administration. 10+ years of experience related to electrical engineering and customer service. Demonstrated problem?solving skills and a successful customer support track record in a fast?paced, high?pressure tech industry. Experience working with cross?functional teams and individuals from 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 strong attention to detail, pro?active sense of initiative, and responsible working attitude. Authorized to work in the United States. Physical, Mental & Environmental Demands Mobility: Standing 20% of time; Sitting 70% of time; Walking 10% of time. Strength: Pulling, pushing, carrying, lifting up to 10?pounds. Dexterity: Typing, handling, reaching frequently. Agility: Turning, twisting frequently; Bending occasionally. Crouching, balancing, climbing, crawling, kneeling never. Seniority Level Director Employment Type Full?time Job Function Other Industries Renewable Energy Semiconductor Manufacturing All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. For more information about our privacy rights, please review Qcells' Privacy Policy or contact our HR team for a copy. #J-18808-Ljbffr