Position Summary:
We are seeking a strategic and accomplished Director of Customer Experience to lead the end-to-end customer support and service operations for our eBOS (Electronic Balance of System) product suite. This senior leadership role will own the customer service strategy, oversee warranty and field performance programs, and drive cross-functional initiatives to elevate customer satisfaction, reduce failure rates, and align service operations with company growth objectives.
This position requires strong leadership, deep technical understanding of solar and power systems, and a proven ability to lead customer support functions at scale.
Key Responsibilities:
Leadership & Strategic Oversight
- Lead and build a high-performing customer service organization, including team leads, and support representatives with company growth
- Define and execute the customer service strategy in alignment with broader company goals.
- Promote a customer-first culture focused on responsiveness, quality, and technical accuracy.
- Serve as the voice of the customer in executive discussions, influencing product roadmap and service policy.
Warranty & Claims Program Ownership
- Oversee the end-to-end warranty management lifecycle, including claim validation, RMA processing, and root cause analysis.
- Collaborate with Engineering, Quality, and Legal teams to refine warranty policies and streamline claims resolution.
- Use warranty data to identify systemic product issues and drive improvements in product design and documentation.
Process Innovation & Cross-Functional Leadership
- Lead initiatives to enhance customer support workflows and reduce response/resolution times.
- Partner with Product, Field Service, and Engineering to translate customer feedback into actionable insights.
- Champion the development of scalable self-service resources, documentation, and support content.
Field Data & Performance Analysis
- Direct efforts to collect, analyze, and act on product performance data from the field.
- Identify patterns in failures, performance issues, or service needs to improve overall system reliability.
- Guide strategic projects related to field quality improvements and product lifecycle support.
Customer Metrics & Executive Reporting
- Establish and monitor KPIs including CSAT, NPS, FRT, and resolution efficiency.
- Present regular performance dashboards and service trend reports to senior leadership.
- Identify opportunities to improve operational efficiency and customer experience outcomes.
Qualifications:
- Bachelor’s degree in Business, Electrical Engineering, or related technical field (MBA or advanced degree preferred).
- 10+ years of experience in customer service or technical support leadership, preferably in the solar, electronics, or energy industry.
- Strong background in warranty management, technical support operations, and service escalation management.
- Deep understanding of eBOS components including combiners, rapid shutdown devices, disconnects, and wiring systems.
- Demonstrated problem-solving skills and successful customer support track record in a fast-paced, high pressure tech industry
- Demonstrated success in leading large, cross-functional teams and implementing scalable support strategies.
- Proficient in CRM and support platforms (e.g., Salesforce, Zendesk, ServiceNow).
- Strong professional integrity and sense of ownership
- Self-motivated, requires minimum supervision, with a proven track record of reliability and a strong work ethic
- Take assignments with a sense of urgency; deliver solutions and results in a timely manner
- Excellent communication skills with customers, management, and internal teams
- Good business acumen; strong understanding of technical issues, customer service, and business relationships
- Flexible team-player with a strong attention-to-detail, pro-active sense of initiative, and responsible working attitude
Preferred Qualifications:
- In-depth knowledge of PV system architecture, NEC code requirements, and UL compliance standards.
- Experience in partnering with Quality, Engineering, and Product Management teams to address systemic issues.
- Lean Six Sigma or other continuous improvement certifications are highly desirable.
What We Offer:
- Competitive salary and performance bonuses
- Health, dental, and vision insurance
- 401(k) with company match
- Opportunities for growth and development
- A mission-driven culture focused on clean energy innovation
