Vice President of Customer Support and Services (Remote) at SolarEdge Technologies

Description

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 SolarEdge’s 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 SolarEdge’s go-to-market and product strategies

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.

Requirements

• 10–15 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.