Technical Account Manager



What will you do?


Will manage on a regional (or S-M account) basis the technical support issues in front of the customer
Share with the customer knowledge DB and app-notes to be able to be self-maintained
Owns customer satisfaction with SEDG technology
Act as “lead” on all technical matters with strategic account(s). Proactively develop customer service strategy to manage customer business objectives
Host weekly technical calls with customers regularly and manage key projects, requiring cross functional discipline
Directly escalate and act as focal point to Marketing, Sales, Support, HQ marketing, HQ R&D, teams
Ensure company resources can deliver to customer requirements and follow-through on commitments. Act as project manager to deliver required results
Management and direction of internal SE technical resources as needed
Customer contact for any special issues and trends in customer territories
Ensure that all levels within the customer account are trained on SolarEdge. (regardless of who trains them) including, installers, designers, tier-1 phone support, tier-2 field service engineers, customer data analytic performance team, etc
Receives and translates as appropriate customer suggestions of hardware or software feature changes
Understands customer expectations, detailed knowledge of customers market strength/weakness, Expert in customer’s business objectives, current and future. Customer contact to discuss product customizations and future developments
Analyze and act on quality trends from data produced by quality engineer. Present these reports and trends to customer technical leads in an effective manner,
Manage process for collection (internal and external) of quality data internally or presented to the customer
Will manage a residential account (or L account). 1MW or more
Will work directly with HQ teams in leading all service activities of the account


Requirements:


5+ years of field technical service in solar industry
Knowledge of industry and experience managing accounts
Extensive travel and customer facing activities required
Ability to work in a fast pace environment and adaptive, smart problem solving, often looking for solutions that readily scale and have fleet wide impact with positive outcomes
Strong verbal communication skills including effective cross-functional communication habits in order to effect change on behalf of customer
Demonstrated ability to interface with strategic customers and contacts at an executive and staff level- board room to roof top abilities
Proven ability to deliver high level of customer service and a strong technical aptitude
Excellent report-writing and data analytical skills. Strong project management skills
Strong analytical and problem-solving abilities and critical thinking with a solutions-oriented outlook is requirement in often fast paced and dynamic cross functional team environment
Familiarity and working knowledge of working with large data sets; excel, Suite, CRM tools, monitoring and system performance for fleet O&M is valuable skill set
Ability to work with large scale accounts or territories
Ability to travel – estimate once every 2 months for a few days
Able to provide internal training to T1 staff and to compile / prepare such material for internal training

Company
SolarEdge
Posted
05/05/2022
Location
Melbourne, VIC, AU