External Service Manager

Sol-Ark • Full-time • Allen, Texas • 3w ago

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.
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What you will be doing: <\/span><\/span><\/b>
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<\/div>Serve as the primary liaison for all ASC and 3PL operations and performance. <\/span>
<\/span><\/span><\/span><\/li>Support the setup of new ASC and 3PL partners in new regions.<\/span>
<\/span><\/span><\/span><\/li>Ensure ASCs are properly stocked with repair parts to maintain service efficiency.<\/span>
<\/span><\/span><\/span><\/li>Manage the unit warranty/swap program, coordinating with distributors and third -party logistics (3PL) providers to
ensure seamless execution and compliance.
<\/span><\/span><\/span><\/li>Provide and coordinate training resources to keep ASC technicians up to date on repair procedures.<\/span>
<\/span><\/span><\/span><\/li>Oversee ASC repair work to completion and validate invoices for payout.<\/span>
<\/span><\/span><\/span><\/li>Manage and prioritize support tickets and RMAs tied to ASC cases to ensure timely resolution.<\/span>
<\/span><\/span><\/span><\/li>Establish and track ASC performance metrics (e.g., turnaround times, repair quality, customer satisfaction) and
conduct regular vendor audits to drive accountability and improvement.
<\/span><\/span><\/span><\/li>Collaborate cross -functionally with technical support, repairs, and supply chain teams to drive continuous<\/span>
<\/span><\/span><\/span><\/li>improvement in the ASC program.<\/span><\/span>
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Requirements<\/h3>

3 to 5+ years of experience in service operations or partner/vendor management (technical support a plus).<\/span>
<\/span><\/span><\/span><\/li>Strong organizational skills with the ability to manage multiple priorities and deadlines.<\/span>
<\/span><\/span><\/span><\/li>Proven ability to collaborate with cross -functional teams and external partners, including distributors and 3PLs.<\/span>
<\/span><\/span><\/span><\/li>Experience tracking parts inventory and usage to support supply planning and forecasting.<\/span>
<\/span><\/span><\/span><\/li>Excellent communication and relationship -building skills.<\/span>
<\/span><\/span><\/span><\/li>Proficiency with support tools and ticketing systems (e.g., Zoho Desk) and Microsoft Office.<\/span>
<\/span><\/span><\/span><\/li>Spanish language skills a plus but not required.<\/span>
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Benefits<\/h3>

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. <\/span>
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