Director, Customer Service

Description

POSITION DESCRIPTION:

As Director, Customer Service at Hanwha Q CELLS America, you will lead and scale customer support operations for residential solar and energy storage products, with a strong focus on Tier 0 to Tier 2 support, call center operations, customer satisfaction, and cross-functional escalation management.

This role is designed for a senior people leader who excels at building high-performing support teams, improving customer experience, and driving operational excellence rather than deep Tier 3 or Tier 4 hands-on technical troubleshooting. You will partner closely with Engineering, Product, Field Service, Sales, and external service vendors to ensure customer issues are resolved efficiently and escalated appropriately.

This position reports to the Head of Customer Support and Engineering (or designee) and is based in the Santa Clara Bay Area, with up to 30% travel as needed.

RESPONSIBILITIES

Customer Support & Operations Leadership

- Lead and manage customer support teams, including call center, Tier 1, and Tier 2 support staff, administrators, and support specialists

- Establish workflows, escalation paths, SLAs, and performance metrics to ensure timely and effective issue resolution

- Own customer satisfaction outcomes and drive continuous improvement across support operations

- Oversee inbound customer interactions (calls, tickets, emails) and ensure accurate documentation in ticketing systems

Process Improvement & Scalability

- Identify, recommend, and implement process improvements to enhance efficiency, quality, and customer experience

- Analyze customer call and ticket trends to proactively address recurring issues and reduce repeat incidents

- Partner with internal teams to improve documentation, training, and knowledge-sharing practices

Cross-Functional Collaboration & Escalation

- Act as the primary escalation point for customer relationship and operational issues

- Partner with Engineering, Product, Technology, and Field Service teams to escalate complex Tier 3 and Tier 4 issues appropriately

- Collaborate with Sales, Marketing, Legal, and external service vendors to resolve customer and business-impacting concerns

- Provide clear communication to leadership regarding risks, trends, and customer-impacting issues

Product & Technical Support Oversight (Tier 1–2 Focus)

- Oversee support for Q CELLS inverters, battery storage, smart modules, and residential solar products at the Tier 1 and Tier 2 level

- Ensure teams are trained to perform initial troubleshooting, issue triage, and proper escalation

- Support online and remote troubleshooting efforts in collaboration with service vendors and internal experts

REQUIRED QUALIFICATIONS

- Associate Degree, Technical Degree, or equivalent professional experience

- Bachelor’s degree preferred but not required (engineering or business background strongly valued)

- 8–12+ years of experience in customer support, technical support operations, call center leadership, or service delivery roles

- Experience leading Tier 1 and Tier 2 support teams in a technology, energy, hardware, or industrial environment

- Demonstrated success improving customer satisfaction, support efficiency, and operational processes

- Strong leadership presence with the ability to manage teams, influence stakeholders, and drive accountability

- Excellent communication skills with customers, executives, and cross-functional partners

- Strong business judgment and customer-first mindset

- Travel may be required up to 20%, depending on business needs

- Authorized to work in the U.S.

PREFERRED QUALIFICATIONS

- Experience in renewable energy, solar, energy storage, or hardware-enabled software environments

- Call center operations leadership experience

- Experience working with ticketing systems, CRM platforms, and support analytics tools

- Experience partnering with engineering teams on escalations without owning deep technical resolution

- Experience managing third-party or outsourced service providers

Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

Standing

20% of time

Sitting

70% of time

Walking

10% of time

Strength

Pulling

up to 10 Pounds

Pushing

up to 10 Pounds

Carrying

up to 10 Pounds

Lifting

up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

Typing

F

Handling

F

Reaching

F

Agility (F = Frequently, O = Occasionally, N = Never)

Turning

F

Twisting

F

Bending

O

Crouching

O

Balancing

N

Climbing

N

Crawling

N

Kneeling

N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

- This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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