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10980 Senior Customer Service Manager

Senior Manager, Customer Service

Job Type: Full-Time

Location: Berlin, Germany

Job Description:

Our client is a world leader in advanced power electronics, headquartered in North America.

Its Berlin, Germany office is the European headquarters and will primarily focus on the Renewable Energy market. The office is located in Adlershof - City of Science, Technology & Media - where there is a critical mass of renewable energy companies and research organizations. As a newly established office in Europe, this office will have close interaction with our client's offices in Spain and North America. We are looking for bright individuals who will help evolve this office into a world class organization.

Position Summary:

Our client is seeking a Senior Manager, Customer Service, European Solar to work with its Renewable Energy team in Berlin, Germany. In accordance with its strategies and plans, the Senior Manager will lead and manage both internal staff and external partners to prepare and deliver exceptional service programs to our solar customers across Europe. Reporting to the Managing Director, European Solar, the Senior Manager will:

Responsibilities:

* Develop and implement overall European service strategy and plans, including annual operating plans. Immediately develop plans for parts depots and certified service centres across Europe

* Develop relationships with customers, and manage service, maintenance and warranty contracts to ensure that desired customer satisfaction metrics are met and exceeded

* Manage outsourced service partner organizations in Germany, othere are currently three

* Work closely with new product development teams (Product Management, Engineering, Sales, Quality) and Customer Service colleagues in North America to develop service plans and launch new service offerings successfully and on time in accordance with broad product and product family strategies

* Collaborate with Logistics to coordinate commissioning of units through to successful, documented site acceptance

* Collaborate with Sales, Channel Marketing and Finance teams to develop enterprise volume forecasts that translate into staffing requirements

* Collaborate with North American colleagues to develop and implement key performance indicators for customer service activities, including for example, service inventory levels; provide senior management regular issues and problem resolution reporting

* Work closely with Sales colleagues to effectively handle key accounts and customer opportunities

* Develop, coach and mentor direct reports, currently a supervisor with a team of 5 in Spain

Qualifications:

* A minimum electro technical education (Elektro Techniker) or a university degree in Electical Engineering, Power Electronics or equivalent is required

* Minimum of 10+ years in a leadership and management role, preferably in Service and/or commissioning of electrical components (e.g. solar, wind, UPS, motor drives)

* Excellent customer relationship skills

* Experience in warranty management and pricing

* Experience with solution type products that require field service, phone or web support along with depot repair

* International experience required, preferably in Europe and North America

* Ability to develop and maintain an understanding of competitor strategies in solar customer service marketplace

* Sourcing and/or procurement experience is a plus, but not required

* Strong financial and analytical abilities

* Ability to travel throughout Europe and internationally for extended periods of time

* Strong computer skills with MS Office (Word, Excel, PowerPoint, Outlook)

* Requires strong written and verbal communication skills in both German and English

* A good work ethic, along with high energy and a positive attitude

* Strong approach to team work and collaboration; to be able to work in a flexible and changing/demanding environment