VP of Customer Support & Services (North America)

Are you ready to power the future

At SolarEdge (NASDAQ: SEDG) were a global leader in smart energy technology with over 4000 employees offices in 34 countries and millions of installations worldwide.

Our innovative solutions include solar inverters battery storage backup systems EV charging and AI-based energy management. Were committed to making clean green energy the primary power source for homes businesses and beyond.

With the growing demand for electricity the need for smart clean energy sources is constantly rising. SolarEdge offers amazing opportunities to develop your skills in a multidisciplinary environment covering everything from research and development to production and customer supply. Work with talented colleagues tackle exciting challenges and help create a sustainable future in an industry thats always evolving and innovating. Join us and be part of a company that values creativity agility and impactful work.

The Vice President of Customer Support & Services will have full responsibility for defining delivering and continuously improving the post-sales customer experience across the Americas region. This executive leader will drive customer satisfaction system performance and service value realization across SolarEdges residential and commercial product portfolio.

This role will lead and scale field support advanced technical support key customer support training warranty and enhanced services serving as a strategic partner to Sales Product Engineering and Operations. The VP will act as the executive voice of the customer ensuring customer outcomes reliability and service differentiation are embedded into SolarEdges go-to-market and product strategies

Location: Remote

Duties and Responsibilities:

Service Strategy & Customer Experience

• 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.

Field Support & Technical Services Leadership

• 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.

Enhanced Services & Revenue Growth

• 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.

Cross-Functional Leadership

• 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.

Team Leadership & Culture

• 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.

Authorities:

• Initiate PR
• Approve PR up to their specific level of the PR process
• Hire and termination recommendation ability
• Set schedules/shifts for their teams
• Define roles & responsibilities for their teams

Requirements:

• 1015 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; MBA preferred.

What Success Looks Like

• Customer support and services are viewed as a competitive differentiator not a cost center.
• Measurable improvements in system uptime response times and customer satisfaction.
• Scalable service operations that support rapid installed-base growth.
• Strong alignment between customer feedback product reliability and future roadmap decisions.
• A highly engaged high-performing field and technical support organization.

FAIR PAY & A JUST WORKPLACE

At SolarEdge we are committed to fair transparent pay and we strive to provide competitive market-informed compensation. Base pay offered is based on market location and may vary further depending on individualized factors for job candidates such as job-related knowledge skills experience and other objective business considerations.

Even more importantly please note that salary is only one component of total compensation at SolarEdge. Subject to those same considerations the total compensation package for this position may also include other elements including a bonus and/or equity awards in addition to a full range of medical financial and/or other benefits. Our highly competitive benefits package is designed to support your success at work at home and at play. Your recruiter will be happy to discuss all that SolarEdge has to offer!

SolarEdge proudly seeks to build a richly diverse workforce by hiring people with a diversity of thoughts identities perspectives and experiences that help advance the difference we make for consumers and by ensuring our people experience equity and inclusion in their work lives. We encourage members of traditionally underrepresented communities to apply including women LGBTQIA people people of color and people with disabilities.