VP of Customer Support & Services (North America)

VP of Customer Support & Services (North America) United States, Austin, TX Job Description Are you ready to power the future? At SolarEdge (NASDAQ: SEDG), we are 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 are committed to making clean, green energy the primary power source for homes, businesses, and beyond. 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. The 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 outcomes, reliability, and service differentiation are embedded into SolarEdge’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. Ensure 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 Job 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. FAIR PAY & A JUST WORKPLACE At SolarEdge, we are committed to fair, transparent pay, and we strive to provide competitive, market‑informed compensation. Base pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job‑related knowledge, skills, experience, and other objective business considerations. Even more importantly, please note that salary is only one component of total compensation at SolarEdge. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. Our highly competitive benefits package is designed to support your success at work, at home, and at play. Your recruiter will be happy to discuss all that SolarEdge has to offer! EEO Statement 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. #J-18808-Ljbffr