Director, Customer Service

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. 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 3 0% for field troubleshooting or customer service.
RESPONSIBILITIES

• Manage customer service specialists, administrators and engineers to resolve customer issues and complains.
• 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.

REQUIRED QUALIFICATIONS

• 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

Hanwha Q CELLS America Inc. ("HQCA") is a Qcells company, one of the world's largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

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.

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job's minimum qualifications.

*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
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