What are the responsibilities and job description for the Sr. Technical Account Manager position at Solar Edge, LLC?
SolarEdge (NASDAQ : SEDG), is a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries. Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.
By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive.
Position Summary :
The Sr. TAM is a direct point of technical contact for SolarEdge's strategic customers who have a large multi-office or national footprint and buy large volumes of SolarEdge products. The TAM works in tandem with a Strategic Account Manager, Sales, and Service organization to maintain customer satisfaction and help customer with the following : product and installation training needs, support with new SolarEdge product introductions, reporting and managing RMA and technical trends, and managing field repairs and service in a way that helps the strategic account while consistent with SolarEdge business practices.
Location : Remote, US
Duties and Responsibilities :
- 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.
- Resolve these matters in the shortest amount of time and most efficiently and effectively
- Directly escalate and act as focal point to Marketing, 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 of internal SE technical resources as needed.
- Customer contact for any special AHJ 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 - T3, field service engineers, customer data analytic performance team, etc....
- Receives and translates as appropriate customer suggestions of hardware or software feature changes.
- Assist in development of strategic account(s) SOP's
- Understand customer expectations, detailed knowledge of customer's market strength / weakness
- Expert in customer's business objectives, current and future. Customer contact to discuss product customizations, future developments, etc.
- Responsible for building relationship with technical relationships at the customer site
- Synthesize 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 for quality team
- 3 years of field technical service in solar industry
- Knowledge of inverter technology and electrical diagrams
- Ability to work in a fast pace environment
- 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.
- Proven ability to deliver high level of customer service
- Excellent report-writing and data analytical skills.
- Strong project management skills
- Limited travel required
- BA / BS education, preferably BS EE or related field
Desired, but not required :
FAIR PAY & A JUST WORKPLACE
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.
