VP of Customer Support & Services; North America

Position: VP of Customer Support & Services (North America)
Description

Are you ready to power the future?

At Solar Edge (NASDAQ: SEDG), we're a global leader in smart energy technology, with over 4,000 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. We're 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. Solar Edge 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 that's 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 Solar Edge'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 Solar Edge's 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

* 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…