The Senior Manager, Customer Service is responsible for managing and directing the activities of the customer-facing service departments assigned within N. America. Duties include monitoring, coordinating, and facilitating field service activities for all of N. America for the following product lines and departments under Large Scale operations; power plant, medium power, off grid/hybrid energy, storage, field service departments, and customer care departments, as well as providing customers with best-in-industry services. Optimizing product availability, developing, and managing partners/providers for SMA products within the region is also a key responsibility.

PRIMARY DUTIES / RESPONSIBILITIES

• Focuses on Key Account Customers and the Key Account Service KAMS.
• Implements, maintains, and monitors Key Account customer contracts and oversee assigned personnel in making sure all aspects of the contract are being followed.
• Promotes safety by working with the safety manager and helps set safety standards in all customer service operations.
• Assists with development, planning and implementation of service excellence strategy for North America Key Accounts, with accountability for financials, customer, operations, and employee excellence.
• Manages field service, and customer partner/provider organizations and personnel within their control.
• Provides a high level of technical support to customers and achieves year-over-year improvement in customer satisfaction.
• Works directly with customers to improve our service operations, conducts regular performance review meetings as required, and plays a lead role in addressing customer escalations when needed.
• Actively monitors key performance indicators of the department, partners/providers and drives continuous improvement.
• Leads business innovation initiatives to maintain service leadership in the PV industry.
• Coordinates and maintains the employee review and development process.
• Leads and manages the development of field service employees per their career objectives and goals and aligned with SMA business strategy.
• Understands the SMA company strategy and objectives and effectively communicates this strategy to SMA employees.
• Interfaces with German headquarters and other SMA service organizations on a regular basis to leverage best practices and optimize service excellence strategy.
• Collaborates and works with other key SMA functions to optimize and improve the end-to-end service process across the Contact Center, Service Logistics, Field Service, R&D, and Quality teams.
• Leads the budgeting process for the department and monitors adherence to pre-established budgetary guidelines.
• Assists department Director as needed to ensure consistent service excellence.
• Other duties as may be required or assigned.

REQUIRED TRAINING (TYPE / DURATION / FIELD / ADDITIONAL TRAINING)

• A bachelor’s degree in technical field is preferred.

REQUIRED RELEVANT PROFESSIONAL EXPERIENCE (TYPE / DURATION)

• At least seven years of experience in a senior management role, preferably managing service operations or customer service are required.
• Call center and/or field service management experience is preferred.
• At least seven years of experience in other service roles are preferred.