What are the responsibilities and job description for the External Service Manager position at Sol-Ark?
As the External Service Manager, you will oversee the performance and support of regional ASCs that repair Sol-Ark hybrid inverters for customers in their territories. This role ensures partners are equipped, trained, and supported to deliver high-quality, timely repairs while maintaining accountability through process oversight, parts management, and invoice review. You will also be managing an inverter swap program through distributors and 3PLs. You will play a key role in expanding our global ASC network by supporting new launches in additional regions.
What you will be doing:
- Serve as the primary liaison for all ASC and 3PL operations and performance.
- Support the setup of new ASC and 3PL partners in new regions.
- Ensure ASCs are properly stocked with repair parts to maintain service efficiency.
- Manage the unit warranty/swap program, coordinating with distributors and third-party logistics (3PL) providers to
ensure seamless execution and compliance. - Provide and coordinate training resources to keep ASC technicians up to date on repair procedures.
- Oversee ASC repair work to completion and validate invoices for payout.
- Manage and prioritize support tickets and RMAs tied to ASC cases to ensure timely resolution.
- Establish and track ASC performance metrics (e.g., turnaround times, repair quality, customer satisfaction) and
conduct regular vendor audits to drive accountability and improvement. - Collaborate cross-functionally with technical support, repairs, and supply chain teams to drive continuous
- improvement in the ASC program.
Requirements
- 3 to 5 years of experience in service operations or partner/vendor management (technical support a plus).
- Strong organizational skills with the ability to manage multiple priorities and deadlines.
- Proven ability to collaborate with cross-functional teams and external partners, including distributors and 3PLs.
- Experience tracking parts inventory and usage to support supply planning and forecasting.
- Excellent communication and relationship-building skills.
- Proficiency with support tools and ticketing systems (e.g., Zoho Desk) and Microsoft Office.
- Spanish language skills a plus but not required.
Benefits
We offer a competitive salary and performance-based bonus program, top-tier benefits package including medical, dental, and vision insurance, 401(k), and paid time off.